The OpportunityAdobe Journey Optimizer (AJO) drives personalized, real-time customer interactions at a large scale. Our Engineers develop high-performance, scalable services together with tools supporting global brands in engaging with millions of users across every touchpoint.
We are seeking a Senior Software Engineer - a uniquely hybrid role that sits at the intersection of deep technical engineering and direct customer engagement. This is not a traditional backend engineering role. The ideal candidate is equally at home debugging issues and presenting architectural issue, root cause and potential solutions to customers.
Acting as a link between customers and engineering teams, you will understand customer use of AJO in production. You will detect problems before they escalate and partner with engineers to solve them. You will also support internal development by building tools and services to improve product quality and efficiency.
What You Will DoCustomer Engagement & Solutions- Meet directly with enterprise customers to gain insight into their use cases, integration patterns, and the challenges they encounter running AJO in production.
- Present technical recommendations and architectural guidance to customer engineering teams and executive collaborators - clearly, confidently, and in the customer's language.
- Diagnose and resolve customer-facing issues by combining deep product knowledge, hands-on investigation, and close collaboration with internal engineering teams.
- Act as a reliable technical consultant for high-value customers - spotting risks before they intensify, bringing up ways to improve their AJO implementation, and developing long-term confidence in the platform.
- Understand the customer use case landscape across segments and industries - building a working knowledge of how different types of organizations use AJO and what they need most.
Feedback, Problem Identification & Internal Advocacy- Bring structured customer feedback back to engineering - not as a list of complaints, but as articulate, reproducible problem sets with context, frequency, and customer impact clearly framed.
- Work with product and engineering teams to prioritize and resolve issues surfaced through customer engagement, acting as the voice of the customer in internal discussions.
- Proactively identify patterns across customer issues and feedback - surfacing systemic product gaps, documentation shortfalls, or configuration anti-patterns that affect multiple customers.
- Eradicate internal problem sets by driving root cause analysis, coordinating multi-functional resolution, and ensuring issues are closed - not just triaged.
Engineering & Development- Design, build, test, and deploy microservices and backend systems that power intelligent, customer-centric features at scale.
- Develop and incorporate AI/LLM agents and tools that elevate product quality, boost operational efficiency, and proactively address customer issues.
- Architect scalable, high-throughput, low-latency services that operate reliably in distributed, multi-region environments.
- Prototype ideas powered by AI and explore GenAI frameworks (e.g., OpenAI, LangChain) to find opportunities to apply them meaningfully across the platform.
- Implement monitoring, alerting, and anomaly detection to ensure the highest production quality and system reliability.
- Contribute to code reviews, testing, documentation, and CI/CD pipelines to uphold engineering excellence across the team.
What You Need to SucceedTechnical Qualifications
- BS/MS in Computer Science or related field, with 7+ years of experience building backend services, distributed systems, and microservice architectures.
- Strong experience with Java/Scala, RESTful APIs, NoSQL datastores, and streaming technologies like Kafka.
- Solid understanding of modern engineering practices: microservices, CI/CD, Kubernetes, observability.
- Exposure to AI/LLM concepts or practical experience integrating AI into production systems (a strong plus).
- Knowledge of GenAI frameworks/APIs (e.g., OpenAI, LangChain, HuggingFace) or enthusiasm to learn and implement them.
- Proven ability to write efficient, robust, high-quality code and troubleshoot complex distributed systems.
Customer Engagement & Communication Qualifications- Outstanding verbal and written communication abilities - capable of adjusting tone from highly technical to executive-level without sacrificing accuracy.
- Demonstrated experience presenting to senior technical collaborators or enterprise customers - comfortable owning the room and driving clarity from complexity.
- Strong attentive listening skills - capable of understanding what a customer truly requires, beyond just their stated needs.
- Experience in a customer-facing technical role such as solutions engineering, technical account management, or senior support engineering is a significant plus.
- Ability to translate customer feedback into engineering requirements - structured, reproducible, and actionable for engineering teams.
- High empathy for customers combined with honest, grounded technical judgment - you advocate for customers without overpromising.
Ways of Working- Comfortable operating in a role that spans customer-facing and engineering-facing work - you switch contexts fluidly and bring the right approach to each.
- Proactive and driven - you identify problems before they intensify and see them through to resolution.
- Collaborative across functions - you work effectively with engineering, product, support, and account teams.
- Growth mindset - you are as interested in improving the product as you are in resolving individual issues.
Expected Pay Range:Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $139,000 -- $257,550 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.
In California, the pay range for this position is $177,900 - $257,550
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.
