Mgr, Technical Support 4

Our Company

Changing the world through digital experiences is what Adobe's all about. We give everyone-from emerging artists to global brands-everything they need to design and deliver exceptional digital experiences! We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

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!

At Adobe, we're changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the elegantly designed content that streams across your laptop, TV, phone, and tablet every day-and we're the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

Tier3 Support is Adobe's Digital Experience top expert team in the Customer Engineering organization responsible for managing blocking issues in areas of promotion to Product Engineering (gatekeeper), release readiness, case backlog, core team mentoring and customer concerns. As a Manager for Tier3 Support your goal is to lead a tenured team of Technical Support Engineers. You will provide senior level mentorship for technical issues, regional support initiatives and account management. You will have successfully led a software and/or SaaS-based technical support team, are a creative problem solver who is passionate about customer success, case deflection strategies and premium service delivery. We partner with our employees to provide an exciting work culture that everyone has an opportunity to craft. We value standout colleagues who love being a part of a team and want to influence the next wave in SaaS technology and Service innovation.

• Direct management responsibilities for all designated resources, team objectives, morale and culture
• Motivate the team to deliver exceptional customer experiences
• Setting quarterly individual goals and providing ongoing performance feedback as well as formal performance appraisals
• Attract, hire and retain top talent for each functional role
• Evaluate measurement criteria to evaluate trends in organizational performance, including: customer satisfaction, operating efficiency, and product quality
• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives
• Engaging in support of key accounts and critical issue management
• Own one or more global programs for the Support leadership team
• Partner with the Customer Success and Engineering leadership team to drive efficiency with product teams

• Minimum of 3 years of experience managing people in a fast-paced, enterprise-level, critical software support environment.
• Core skills/competencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Insight, and Technical Curiosity
• Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
• Outstanding organizational skills: capable of prioritizing, managing, multi-tasking, and completing projects across various functions
• Superior communications skills (presentation, written, and verbal) to effectively interact with all levels of professional staff. Ability to explain complex concepts simply
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
• Familiarity with SaaS solutions or Adobe Digital Experience solutions a plus

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. Learn more about a day in the life at Adobe: http://www.adobe.com/aboutadobe/careeropp/fma/dayinthelife/

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunityemployer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

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