Technical Support Engineer

Description:

The Experience Manager Technical Support Consultant for the AEM (CQ) solution will provide Technical Support for the global Adobe Customer base. Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and manage difficult situations while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.
When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.
What you’ll do
o First point of contact for customer concerns relating to technical issues
o Customer advocate and represent their needs with internal product teams
o Provide extremely timely response/resolution to technical and product inquires
o Provide resolution results within established Service Level Agreement Guidelines
o Awareness of Customer business priorities & key events
o Provides proactive Issue Status updates to required parties
o Record and document all issues related to customers within established process guidelines
o Trouble-shoot/qualify cases before advancing into Engineering
o Answer questions regarding product functionality and usage
o Enable product features included in the contract which Customer can’t enable themselves through the admin console
o Trouble-shoot implementation problems
o Work high priority technical issues
o Product Content Creation (KB articles, whitepapers, forum participation)
o Provide Knowledge Transfer sessions to help reduce escalations into Adobe
What you need to succeed
o Java Development Experience
o Experience with JavaScript, HTML, CSS, XML, Docker/K8s,
o Experience with Adobe CQ/AEM highly desired but not a hard requirement
o Windows/Linux server knowledge
o Performance tuning and optimization
o Debugging of customer code
o Knowledge at API level of 3rd party applications
o Bachelors Degree or equivalent experience.
o At least 3 years of full time experience in customer care/customer support or related field, but can be overlooked for those with AEM experience
o Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
o Advanced written and verbal communication skills
o Strong personal organization skills
o Ability to multi-task and prioritize job requirements