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AEM Technical Support Engineer

2 months ago

Ottawa, Canada Ursus Full time

JOB TITLE: AEM Technical Support Engineer
LOCATION: Ottawa, Ontario/REMOTE
DURATION: 1 year
RATE RANGE: $41-$51/hr

Duties:
As part of the AEM technical support team, you will be working directly with client customers.

  • First point of contact for customer concerns relating to AEM technical issues
  • Customer advocate and represent their needs with internal product teams
  • Provide extremely timely response/resolution to technical and product inquires
  • Provide 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 into Engineering
  • Answer questions regarding product functionality and usage
  • 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 client


Skills:

  • 3+ years of AEM Development or DevOps Experience
  • 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
  • Experience in customer care/customer support or related field, but can be overlooked for those with advanced AEM experience
  • 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


Education:

  • 4-year degree in computer science, computer engineering, related field or 4 years of relevant experience

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