As a Technical Support Consultant – II for Adobe Experience Manager (AEM) within the Customer Experience (DX) unit, you'll play a pivotal role in providing round-the-clock technical assistance for Adobe CQ, Scene7, and DAM solutions. You'll be the crucial link between our customers and internal teams, ensuring satisfaction and timely resolution of technical issues.
Responsibilities
- Provide expert technical support via phone and portal, addressing complex issues such as JVMHeap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM.
- Collaborate with our Engineering Team to implement bug fixes through code changes in later versions of AEM.
- Validate and report customer-submitted bug reports, offering support fixes when changes are straightforward.
- Advocate for customers, ensuring their concerns are addressed promptly and effectively.
- Collaborate closely with engineering and product management to relay customer feedback for future product enhancements.
- Manage incidents within defined service levels, maintaining professionalism and accuracy in incident documentation.
Requirements
- Bachelor’s or Master’s degree in Computer Science, plus 3 years of experience in Web and/or ECMS technologies.
- Strong proficiency in JAVA/J2EE, JavaScript, CMS, and website architecture.
- Deep understanding of Web technologies including REST API, HTML, CSS, XML, AJAX, JQuery, Apache & IIS.
- Familiarity with various operating systems including WIN, UNIX, LINUX, Solaris.
- Experience in analyzing critical issues, providing Root Cause Analysis (RCA), and proposing corrective measures.
- Excellent communication skills, with the ability to effectively articulate technical solutions to both technical and non-technical audiences.
Why Adobe
Join a company that values diversity, fosters creativity, and encourages innovation. At Adobe, we provide equal opportunity and affirmative action for all employees, ensuring an inclusive workplace where everyone's voice is heard and valued.
Apply Now
Ready to make an impact? Join Adobe in transforming digital experiences globally. Apply today to become a part of our dynamic team in NOIDA, where your skills and passion will drive customer success and satisfaction.
Equal Employment Opportunity
Adobe is committed to diversity and inclusion and does not discriminate based on gender, race, color, ethnicity, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by law.