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Technical Support Expert

2 months ago

Ottawa, Ontario, Canada Adobe Full time

Job Summary

The Adobe Experience Manager Senior Technical Support Engineer will provide technical support for the global Adobe customer base. This role involves handling technical issues, ensuring customers are set up for success, and working with the extended Adobe Support team to resolve complex technical problems.

Key Responsibilities

  • Field customer inquiries and log high-priority issues
  • Meet with customers regularly to discuss technical issues and provide solutions
  • Manage difficult situations and work with the extended Adobe Support team to resolve technical issues
  • Document all customer cases, customer problem interactions, and customer environment details
  • Provide proactive issue status updates to required parties
  • Troubleshoot and qualify cases before advancing into engineering
  • Answer questions regarding product functionality and usage
  • Enable product features included in the contract that customers cannot enable themselves
  • Work high-priority technical issues and provide timely resolution

Requirements

  • 3+ years of direct experience with AEM in a developer or dev/ops role
  • Solid understanding of AEM Cloud Service and Cloud Manager
  • 3+ years of Java Development Experience
  • 3+ years of Experience with HTL, JavaScript, HTML, CSS, XML, Docker/K8s
  • Windows/Linux server expertise
  • Performance tuning and optimization of a Java web application
  • Debugging of customer code
  • Knowledge at API level of 3rd party applications
  • Bachelor's Degree or equivalent experience
  • At least 3 years of full-time experience in customer care/customer support or related field

What We Offer

At Adobe, we celebrate creativity, curiosity, and constant learning. We offer a dynamic work environment, opportunities for career growth, and a commitment to diversity and inclusion.