Technical Support & Process Lead - Commerce Cloud

    • Austin, TX

The Company

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 substantial. We give businesses and organizations the power to truly engage their customers. We're the ones behind the alluringly 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.

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

The Opportunity

Responsible for driving quality and customer experience across the Customer Engineering & Support organization through ticket queue supervision, guiding Engineers on ticket handling best practices, and finding opportunities for process or quality improvement. This is a newly established and highly dynamic role which will develop and execute an enterprise-class quality program and will help push customer delight to new heights!

What you'll do


  • Growing the quality of customer engagements by reviewing support tickets, Engineer coaching and mentoring, customer survey response reviews, driving 3rd party vendor ticket quality, and analyzing partner effectiveness

  • Overseeing the flow of tickets through different levels of support to ensure proper speed of response and resolution

  • Developing and administrating consistent scheduling system to optimize and ensure coverage

  • Providing real-time guidance and recommendations to Engineers requesting assistance, or through proactive tracking

  • Capturing Engineer feedback for system-wide improvements and articulating them to leadership and operations and program teams

  • Requesting and scheduling training to improve Engineer knowledge and/or soft skills

  • Helping augment team manager activities around interviewing, new hire onboarding, and issues management

  • Driving process compliance across Engineer population, modifying existing processes where required, and analyzing ticket flow for efficiency gains


What you need to succeed

  • 5+ years of enterprise application support, process improvement and program management experience.

  • Leadership experience (leading support teams) recommended

  • Working knowledge of enterprise platforms and applications (i.e. Zendesk, Gainsight, Jira.. etc.)

  • Experience supporting large geographically-distributed teams

  • Excellent experience addressing direct and executive management

  • Ability to travel up to 10%

  • Experience with Agile, Kanban and other industry standard development methodologies 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.


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