AV Support and Process Engineer - HQ Collaboration & Operational Excellence& Performance

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!

The Opportunity:

Adobe is currently seeking a professional for AV support and process engineering role, with a strong focus on collaboration and operational excellence within their global workplace operations.

In this role, you will be at the forefront of managing and supporting our audio-visual and video conferencing technologies. Owning complex AV challenges, root cause analysis and delivering next step's alignment. Your expertise will ensure seamless digital experiences across various corporate sites. As a key component in the AV ecosystem, you will partner with Conferencing Ops, AV LifeCycle, AV Maintenance, and Product teams globally.

As a Support and Process Engineer in the Workplace Technology team, you will play a crucial role in local and global AV conference room support and process alignment. This position requires a keen eye for detail, an ability to understand and identify trends, and the capability to align support teams globally in resolving user experience challenges in our Conference Room technology.

You will have the opportunity to shape the tools and metrics that inform our leadership of meeting technologies, drive accountability through data, and help scale our AV services. You'll work closely with AV product designers, engineers, architects, and partners in Workplace Experience to identify operational challenges and provide direct feedback on AV technology improvements.

Your contributions will help Adobe unlock smarter decisions and more proactive support through real-time data and continuous improvement. This includes using AI and machine learning to identify trends, predict issues, and optimize user experiences.

If you are passionate about AV technology and eager to make a significant impact, this could be the perfect role for you. I look forward to discussing this opportunity further with you.

What you'll do:

Lead internal IT projects involving AV equipment firmware and software upgrades, AV deployments, and troubleshooting complex video conferencing issues globally focused on primary maintenance and support of AV systems for the San Jose site while also handling complex issues on a global scale.

The position emphasizes ensuring exceptional digital collaboration experiences through proactive maintenance, upgrades, issue diagnosis, and resolution of AV systems to support hybrid work environments.

• Incident & Problem Management: Coordination of major incidents affecting collaboration spaces, driving rapid resolution, clear communication, and post-incident reviews. Analyze recurring issues to identify root causes, implement preventative measures, and continuously improve platform stability and user experience.
• Writing Standard Operating Procedures "SOP": Develop, maintain and review SOP documents in an ever-changing AV environment.
• Finance & Budget Management: You will also be responsible for AV Financial Budget Purchase Requisition/Purchase Order "PR/PO" submissions, tracking quarterly equipment receiving and vendor invoice submissions to align budget spend appropriately. Ensuring purchase order tracking is captured and documented in our Finance tracking processes.
• Toolchain & Platform Development: Work closely with our monitoring, automation, and alerting tools that identify issues proactively to scale conference room availability, while improving employee experience.
• Technical Collaboration: Partner with AV product and design/engineering to develop and a streamline support process that will scale globally.
• User Experience Insight: Collaborate with support teams to correlate technical performance to identify targeted user experience improvements.
• Executive Support: Your role will entail checking the executive and CEC spaces every day and maintaining reliable uptime and functionality, being dedicated to offering immediate support.
  • Walking the Executive 18th Floor daily and checking all Executive offices, conference rooms, and CEC rooms.
  • Resolving any issues that arise primarily proactively and as necessary reactively.
  • Supporting the Adobe Earnings Call: setup day, testing day, and actual call. This involves being in the room and helping in the AV Maintenance capacity if there are any issues with the setup (2-3 days per quarter).
• Preventative Maintenance Program: Maintain the PMV program partnering with Conferencing Ops on delivering the program globally.

Qualifications:

• 5+ years in a technical role related to collaboration technology, AV, ATS systems, or workplace tech operations within large, global corporations. Bachelor's degree or equivalent experience in engineering or related fields is preferred.
• Strong understanding of real-time media delivery, AV system monitoring, and how real-time AV solutions impact customer experience.
• Project management skills are vital, including well-defined time management abilities, identifying efficiencies, and delivering process improvements effectively. Flexibility in work hours and up to 15% travel between sites are expected, as the role involves collaboration with global teams across North America, EMEA, Asia Pacific, and India.
• Candidates must possess a solid technical expertise in AV software, architecture, and hardware, including Microsoft Teams, Cisco, Logitech, Neat, Q-SYS, and new AV solutions. The ability to design, test, and troubleshoot AV solutions in diverse environments is crucial.
• Working knowledge of Power BI, Tableau, or similar visualization tools.
• Excellent communication skills with the ability to present data stories to both technical and non-technical customers and executive audiences.
• Personal attributes for this role include being a self-starter with a positive attitude, capable of working independently under pressure, prioritizing issues effectively, and maintaining customer satisfaction.
• Passion for innovation, inclusion, and enhancing workplace technology experiences for all employees.

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.

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