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AEM Technical Support Specialist

2 months ago

Ottawa, Ontario, Canada Ursus Full time
AEM Technical Support Engineer

Ursus is seeking a highly skilled AEM Technical Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing exceptional support to our clients, ensuring timely resolution of technical issues, and collaborating with internal product teams to deliver high-quality solutions.

Key Responsibilities:
  • Provide first-line support for customer concerns related to AEM technical issues
  • Act as a customer advocate, representing their needs with internal product teams
  • Deliver timely and effective resolution to technical and product inquiries
  • Meet established Service Level Agreement guidelines for issue resolution
  • Stay aware of customer business priorities and key events
  • Provide proactive issue status updates to relevant parties
  • Record and document all customer issues within established process guidelines
  • Troubleshoot and qualify cases before escalating to engineering
  • Answer questions regarding product functionality and usage
  • Troubleshoot implementation problems
  • Work high-priority technical issues
  • Contribute to product content creation, including KB articles, whitepapers, and forum participation
  • Deliver knowledge transfer sessions to reduce escalations
Requirements:
  • 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 required
  • Windows/Linux server knowledge
  • Performance tuning and optimization expertise
  • Debugging of customer code
  • Knowledge of 3rd-party application APIs
  • Customer care or support experience, or advanced AEM experience
  • Experience with a wide range of computer operating systems and software
  • Advanced written and verbal communication skills
  • Strong personal organization and time management skills
Education:
  • 4-year degree in computer science, computer engineering, or related field, or 4 years of relevant experience