Senior Technical Support Engineer

Technical Product Consultant II - AEM

The Challenge

The AEM Customer Care team provides round the clock technical assistance for the Adobe CQ, Scene7 and DAM solutions. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues.

Technical Support Consultants provide accurate and timely technical support to Adobe customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner.

 

What you’ll do

•Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM.

•Troubleshoot, validate, and report customer-submitted bug reports.

•Provide Support Fix to customer for AEM, if changes are trivial.

•Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention

•Acts as a customer advocate ensuring all customers’ voices are heard.

•Liaise with engineering/product management to ensure customers’ desires for future product development are heard

•Address customer concerns and questions, large and small, in an effective and timely manner

•Understand the real-world impact that issues and defects have on customers

•Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager

•Assist in testing new and enhanced product features

•Manage incidents professionally and within stated timelines

•Accurately record and maintains incident in accordance with department standards

•Participate in department team meetings

•Assist in special projects and other duties as assigned

 

What you need to succeed

•Either a Bachelor's or Master’s degree in Computer Science plus 2-4 years’ experience in the Web and/or ECMS technologies space

•Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection tuning, heap dump & and thread dump analysis) and JavaScript, Content Management Systems (CMS), website architecture

•Proficiency in REST API, HTML, DHTML, CSS, XML, AJAX, jQuery, Apache & IIS

•Working knowledge of different OS including WIN, UNIX, LINUX, Solaris

•Experience and ability to conceptually understand the implications and propose architectures for large Web-based solutions of different sizes, their implications on the solution concept and development as well as understanding the impact of caching and other performance-related measures

•Support all kinds of product-related issues e.g. architecture, infrastructure, functionality, development, integration, migration etc.

•Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issues

•Recognizing areas that require patching and upgradation for fixing vulnerabilities

•Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical

•Effective dialogue building skills; listening, good Q&A skills

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours. 

Let’s Adobe together

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

Adobe is proud to be an Equal Employment Opportunity employer. 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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call +1 408-536-3015. 

AI Use Guidelines for Interviews:
Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

 

Experience Level

Mid Level