AEM Technical Support Engineer

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 multitask and prioritise. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner.

Responsibilities:

• 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 fixes to customers for AEM, if changes are trivial.
• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention.
• Act 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 maintain incidents in accordance with department standards.
• Participate in department team meetings.
• Assist in special projects and other duties as assigned.