Technical Support Engineer - Adobe

The Technical Support Engineer will assist the global Adobe Commerce Cloud customer base. Core aspects of the role include addressing technical application and infrastructure challenges and ensuring our customers are positioned for success. You will manage high-priority customer concerns while collaborating with the broader Adobe Support and Engineering teams. Team members will need to carefully resolve and document customer cases to guarantee efficient problem-solving and preventative case handling. The goal of this group is to create memorable customer experiences, leading to their outstanding success with our products.

Responsibilities:

• First point of contact for customer concerns relating to technical issues with the Magento E-commerce application.
• Act as a customer champion and communicate their needs to internal product and engineering groups.
• Provide timely response/resolution to technical, product, and cloud infrastructure inquiries.
• Provide resolutions within established Service Level Agreement Guidelines.
• Trouble-shoot/qualify cases before advancing them to engineering.
• Answer questions regarding product functionality and usage.
• Work on high-priority technical incidents and critical outages.
• Product content creation (KB articles, white papers, forum participation).
• Provide knowledge transfer sessions to help reduce critical issues in Adobe.
• 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 to fix the customer's 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.
• Assist in testing new and enhanced product features.
• Manage incidents professionally and within stated timelines.
• Accurately records and maintains incidents in accordance with department standards.
• Participate in department team meetings.
• Assist in special projects and other duties as assigned.

Requirements:

• Experience in PHP and LINUX
• Qualification: BE/BTECH
• A bachelor's or master's degree in computer science
• Hands-on experience in Java + CMS