Technical Support Engineer 3

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!

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.

In this role you will be the first point of contact for customer concerns relating to AEM technical issues. You will be part of the North America AEM Customer Support Engineer team where you will investigate, trouble-shoot and resolve our customers AEM issues. You will also be the customer advocate and represent their needs with internal product/engineering teams and collaborate with other teams supporting our customers.

Responsibilities: 

• Provide extremely timely response/resolution to technical and product inquires 

• Provides 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 it to Engineering 

• Answer questions regarding product functionality and usage 

• Enable product features included in the contract which customer can’t enable themselves through the admin console 

• Solve implementation problems 

Skills/Requirements:

• Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology 

• Java Development Experience 

• Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML 

• Experience with Adobe CQ/AEM.

• Windows/Linux server knowledge 

• Performance tuning and optimization 

• Debugging of customer code 

• Knowledge at API level of 3rd party applications 

• Bachelors Degree or equivalent experience. 

• At least three years of full time experience in customer care/customer support or related field 

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.