Senior Customer Success Engineer

Our Company
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.

The Opportunity
The Real-time Customer Data Platform empowers worldwide businesses to unify and activate customer data in real-time across channels, enabling personalized and impactful experiences for digital marketing at scale.

We are looking for a Senior Customer Engineer who combines technical expertise with strong problem-solving skills and customer-centric thinking. In this role, you'll dive into the full-stack complexity of RT-CDP business flows, directly impact customer success by diagnosing and resolving complex issues and proactively build tools that prevent or minimize future support needs.

What You'll Do:

• Technical Troubleshooting and Resolution: Diagnose and resolve customer implementation issues across the RT-CDP stack-from front-end integrations to back-end data processing-addressing customer pain points at their root.
• Build Tools and Preventive Solutions: Build and optimise internal tools and scripts to enhance the observability of complex business flows.
• Expand Business Expertise and Scale Intelligent Solutions: Work closely with solution architects, engineers, and product teams to deepen understanding of customer needs and business workflows. Leverage this expertise to build and refine intelligent tools and resources that enhance internal knowledge-sharing and empower teams to deliver faster, data-driven solutions.
• Customer Engagement and Advocacy: Partner directly with customers and internal support teams, providing expert guidance on platform functionality, troubleshooting complex configurations, and ensuring that our solutions align with customer goals.
• Cross-Team Collaboration: Partner with engineering, product management, and customer support to drive resolution of complex cases, while also creating a feedback loop to transform recurring implementation challenges into product improvements and feature development.
• Technical Communication: Translate complex technical concepts into clear, actionable steps for both technical and non-technical audiences, ensuring customers and stakeholders are informed and empowered.

What you need to succeed

• Bachelor's degree in Computer Science or equivalent experience: 5+ years of experience in the software development industry.
• Customer Support Experience: Proven experience in a customer support environment, focusing on troubleshooting and resolving complex issues within service level goals.
• Communication Skills: Excellent written and verbal communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Full-Stack Development: Expertise in JavaScript, HTML, and backend technologies such as Java or Python to troubleshoot and resolve system issues across the entire tech stack.
• Data Management: Expertise in SQL, NoSQL, and data modeling to analyze and troubleshoot data-related issues.
• API Integration: Expertise in RESTful APIs, OAuth, and system integrations to ensure seamless data flow and resolve integration issues.
• Cloud & Distributed Systems: Familiarity with cloud platforms (e.g., AWS, Azure) and containerization tools like Docker and Kubernetes for managing scalable environments.
• Monitoring & Automation: Experience with logging tools (e.g., Splunk, ELK) and monitoring tools (e.g., Prometheus, Grafana) for tracking system health and automating troubleshooting tasks.
• Advanced Debugging & Troubleshooting: Strong ability to diagnose end-to-end business flow issues and work with engineering teams to resolve complex technical problems.
• Analytical and Problem-Solving Skills: Strong analytical skills with a creative, out-of-the-box approach to solving technical challenges.
• Proactive Mindset: A passion for continuous learning and professional growth, demonstrating a proactive approach to problem-solving and development.

Bonus

• Experience with Adobe Experience Cloud: Previous experience in implementing or supporting Adobe Experience Cloud solutions, particularly with RT-CDP, Adobe Analytics, or related products.
• Digital Marketing Knowledge: Familiarity with the digital marketing ecosystem, including trends, technologies, and how customer data platforms (CDPs) integrate with digital marketing strategies.

As our many awards will tell you, at Adobe you'll be immersed in an exceptional work environment that is recognized around the world. You'll 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, https://blog.adobe.com/en/topics/adobe-life and explore the fantastic benefits we offer at Rewards.adobe.com.

Adobe is an equal opportunity employer. We hire talented individuals, regardless of gender, race or colour, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All.

We're on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.