• Experience Manager Technical Support Engineer Jobs in United States Of America - 25338245

  • Adobe Systems Ltd
  • United States Of America, Usa
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

At Adobe, were 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 give businesses and organizations the power to truly engage their customers Were the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every dayand 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

Were a company that understands that product innovation comes from people innovation, and thats why we invest in cultivating leaders throughout the organization If youre passionate about leading from where you sit, join us

The challenge

The Experience Manager Technical Support Engineer for the AEM (CQ) 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 field questions, log and work high priority issues, meet with customers regularly, and handle customer issues while working with the extended Adobe Support team (Support and Engineering) The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk

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 Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular customer account reviews The objective of this group is to create memorable customer experiences for our most strategic customer resulting in them being wildly successful using our products

*We are hiring for multiple positions in the San Jose and Ottawa

What youll do

First point of contact for customer concerns relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide extremely timely response/resolution to technical and product inquires
Provides resolution results within established Service Level Agreement Guidelines
Awareness of customer business priorities & key events
Provides proactive Issue Status updates to required parties
Record and document all issues related to customers within established process guidelines
Trouble-shoot/qualify cases before advancing it to Engineering
Answer questions regarding product functionality and usage
Enable product features included in the contract which customer cant enable themselves through the admin console
Solve implementation problems
Work high priority technical issues
Provide on-site assistance as needed to resolve product issues
Product content creation (KB articles, whitepapers, forum participation)
Provide knowledge transfer sessions to help reduce critical 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
Bachelors 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, our people are immersed in an outstanding work environment that is recognized throughout the world on Best Companies lists! You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely

Want to make an impact Adobes 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

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world 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 youre looking to make an impact, Adobes 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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 07th Jun 2020

Key Skills:

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