AEM Technical Support Specialist

1 week 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.

About the Role

This is a unique opportunity to work directly with client customers, providing timely and effective technical support for AEM-related issues.

Key Responsibilities
  • Provide first-point-of-contact support for customer concerns relating to AEM technical issues
  • Act as a customer advocate, representing their needs with internal product teams
  • Offer timely response and resolution to technical and product inquiries
  • Ensure resolution results meet established Service Level Agreement Guidelines
  • Stay aware of customer business priorities and key events
  • Provide proactive issue status updates to required parties
  • Record and document all issues related to customers within established process guidelines
  • Troubleshoot and qualify cases before advancing into Engineering
  • Answer questions regarding product functionality and usage
  • Troubleshoot implementation problems
  • Work high-priority technical issues
  • Contribute to product content creation (KB articles, whitepapers, forum participation)
  • Provide knowledge transfer sessions to reduce escalations into clients
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 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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