AEM Technical Support Engineer

Descrizione del lavoro:

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!

At Adobe, we're changing the world. We give people tools that help bring their ideas to life and build content that makes life more fun and work more meaningful. We empower businesses and organizations to engage their customers genuinely. We are behind the gorgeously composed content streaming across your laptop, TV, phone, and tablet daily. We also use the immense power of big data to help companies turn data into insight and insight into action by delivering the content people want most.

The Challenge

The Experience Manager Technical Support Engineer for the AEM 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 answer questions, log and work high-priority issues, meet with Customers regularly, and handle customer issues while working with the extended Adobe Support team. The overarching goal is to ensure you can identify and mitigate reported issues.

Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure accurate records are kept of all support interactions. This group's objective is to build memorable Customer Experiences for our most strategic Customers, resulting in their ultimate success while using our products.

What you'll do

* First point of contact for customer concerns relating to AEM technical issues
* Customer advocate and represent their needs with internal product teams
* Provide timely response/resolution to technical and product inquiries
* Provide resolution results within established Service Level Targets
* Awareness of Customer business priorities & key events
* Provide proactive status updates to required parties
* Record and document all issues related to customer issues within established process guidelines
* Trouble-shoot and qualify cases before raising to Engineering
* Answer questions regarding product functionality and usage
* Product Content Creation (KB articles, whitepapers, forum participation)

What you bring

* Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
* Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML
* Experience with Adobe CQ/AEM is appreciated but not a hard requirement
* Windows/Linux server knowledge
* Performance tuning and optimization
* Knowledge at API level of 3rd party applications
* Bachelor's Degree or equivalent experience.
* Full-time experience in customer care/customer support or related field
* Experience in a wide range of computer operating systems and software, with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations, is desired.
* Advanced written and verbal communication skills
* Strong personal organization skills
* Ability to multi-task and prioritize job requirements

At Adobe, you will be immersed in an outstanding work environment that is recognized worldwide on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach, where ongoing feedback flows freely.

If you're looking to make a difference, Adobe's the place for you. Discover what our employees share about their career experiences on the Adobe Life blog and explore the meaningful benefits we provide.

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.

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 applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com 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 (408) 536-3015