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!
Overview
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. At Adobe, we’re changing the world by giving people the tools to bring their ideas to life and build content that makes life more meaningful.
The challenge
The Technical Support Engineer for the AEM (CQ) solution will provide Technical Support for the global Adobe Customer base. You will field questions, log and work high priority issues, meet with Customers regularly, and handle customer issues while working with the extended Adobe Support team. When necessary, you may be required to go onsite to expedite the resolution of a technical issue or as part of an overall Customer experience improvement exercise. The objective is to build memorable Customer Experiences for our most strategic Customers.
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 which Customer can’t enable themselves through the admin console
* Solve implementation problems
* Provide on-site assistance as needed to resolve product issues
* Product Content Creation (KB articles, whitepapers, forum participation)
* Offer Knowledge Transfer sessions to help decrease blocking issues 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 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/support or related field
* Advanced written and verbal communication skills
* Strong personal organization skills
* Ability to multi‑task and prioritize job requirements
Benefits and Culture
At Adobe, you will be immersed in an outstanding work environment that is recognized worldwide. 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.
Equal Employment Opportunity
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. 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 here.
Accessibility
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.
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