AEM Technical Support Engineer
Adobe Software
JOB LEVEL
P30EMPLOYEE ROLE
Individual ContributorAt Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more meaningful. We offer businesses and organizations the power to engage their customers truly. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day, and the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.
We’re a company that understands that product innovation comes from people innovation, so we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.
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 anticipate and avoid issues, identify and mitigate against risk.
Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. 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 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 Agreement Guidelines
- Awareness of Customer business priorities & key events
- Provide proactive status updates to required parties
- Record and document all issues related to customers within established process guidelines
- Trouble-shoot and qualify cases before raising to Engineering
- Answer questions regarding product functionality and usage
- Enable product features included in the contract that the Customer can’t enable themselves through the admin console
- Assist with potential implementation problems
- Product Content Creation (KB articles, whitepapers, forum participation)
- Provide Knowledge Transfer sessions to help reduce escalations into Adobe
What you need to succeed
- Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
- Java Development Experience
- Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML
- Experience with Adobe CQ/AEM is desired but not a hard requirement
- Windows/Linux server knowledge
- Performance tuning and optimization
- Debugging of customer code
- Knowledge at API level of 3rd party applications
- Bachelor's Degree or equivalent experience.
- At least five years of 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 unique Check-In approach, where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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.