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Team Lead, Engineering Response Team

Company: Adobe
Location: San Jose
Posted on: September 15, 2018

Job Description:

The Challenge

This team drives the cross-functional response to critical technical incidents, acting as quarterback and customer advocate within Engineering, and as an expert representing the Engineering organization to our customers and partners. They ensure customer success by reducing the duration of escalations, growing the quality of the response, and improving efficiency of engagements between Engineering and other Adobe teams.

The Team Lead for Adobe Campaign is responsible for defining the overall strategy for the team, defining executable process and procedures, and facilitating the implementation. The Team Lead is expected to engage with a variety of internal and external groups on a continual basis and conduct reporting at various levels of leadership. In addition, the Team Lead is expected to work together with the Escalation Engineers and Solution Architects on the team to analyze customer incidents, build best practice guides, and conduct internal and publicly-facing knowledge transfer sessions.

What You'll Do


  • Define and refine strategy for Engineering Response Team.
  • Evangelize the role of the Engineering Response Team within the broader Adobe Experience Cloud organization.
  • Influence company-wide tools and processes for ensuring customer success.
  • Identify trends across the customer base that contribute to customer success as well as those that put customer success at risk.
  • Perform technical analysis of customer health and define prioritized plans for improving customer health.
  • Provide strategic solutions including technical guidelines and best practices for customers and customer facing teams.
  • Build tooling to meet customer success challenges.
  • Represent the interests of customers within the Adobe Campaign engineering organization.
  • Partner with Adobe Consulting and our partners to ensure the solution is architected in the best possible way.
  • Provide management and executive-level reporting on customer status.
  • Conduct internal and publicly-facing knowledge transfer sessions.

    What you need to succeed:

    • Bachelors or masters degree or foreign degree equivalent in Computer Science or related field, or equivalent work experience.
    • Strong ability to network and build relationships across organizational boundaries.
    • Experience with performance monitoring solutions.
    • Experience in troubleshooting C++ Applications.
    • Experience with customer-centric engineering.
    • Ability to travel, including internationally, up to 10%-20% of the time.

      At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.

      If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

      Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.

      Keywords: Adobe, San Jose , Team Lead, Engineering Response Team, Engineering , San Jose, California

      Click here to apply!

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