Technical Support Engineer

1 month ago

Ottawa, Ontario, Canada Adobe Full time

Technical Support Consultant for Adobe CQ/AEM Solution

Provide technical support for the global Adobe customer base, handling technical issues and ensuring customers are set up for success.

The Experience Manager Technical Support Consultant will be the 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, and record and document all issues related to customers within established process guidelines.

Key Responsibilities:

  • Field questions and log high priority issues
  • Meet with customers regularly and manage difficult situations
  • Work with the extended Adobe Support team (Support and Engineering)
  • Document all customer cases, customer problem interactions, and customer environment details
  • Provide resolution results within established Service Level Agreement Guidelines
  • Provide proactive Issue Status updates to required parties
  • Trouble-shoot/qualify cases before advancing into 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
  • Trouble-shoot implementation problems
  • Work high priority technical issues
  • Product Content Creation (KB articles, whitepapers, forum participation)
  • Provide Knowledge Transfer sessions to help reduce escalations into Adobe

Requirements:

  • Java Development Experience
  • Experience with JavaScript, HTML, CSS, XML, Docker/K8s
  • Experience with Adobe CQ/AEM highly 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 3 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
  • Advanced written and verbal communication skills
  • Strong personal organization skills
  • Ability to multi-task and prioritize job requirements

About Adobe:

Adobe is a global leader in digital media and marketing solutions. Our company is committed to innovation and creativity, and we're looking for talented individuals to join our team.

Internal Opportunities:

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey at Adobe. We're glad that you're pursuing a new opportunity with us.

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