Technical Product Consultant II (AEM)

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Challenge

The AEM Customer Care team provides round the clock technical assistance for the Adobe CQ, Scene7 and DAM solutions. We are the key contacts between customers and internal departments to maintain satisfaction and resolution to all customer issues.

Technical Support Consultants provide accurate and timely technical support to Adobe customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members in order to represent Adobe in a professional manner.

What you’ll do

• Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM.
• Troubleshoot, validate, and report customer-submitted bug reports.
• Provide Support Fix to customer for AEM, if changes are trivial.
• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• Acts as a customer advocate ensuring all customers’ voices are heard.
• Liaise with engineering / product management to ensure customers’ desires for future product development are heard
• Address customer concerns and questions, large and small, in an effective and timely manner
• Understand the real-world impact that issues and defects have on customers
• Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager
• Assist in testing new and enhanced product features
• Manage incidents professionally and within stated timelines
• Accurately record and maintains incident in accordance with department standards
• Participate in department team meetings
• Assist in special projects and other duties as assigned

What you need to succeed