Our CompanyChanging 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! · Our companyAt 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.The challengeThe Experience Manager Technical Support Consultant for the AEM (CQ) solution will provide Technical Support for the global Adobe Customer base. Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and manage escalations while working with the extended Adobe Support team (Support and Engineering). The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise. Team members will be required to fully document all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. The objective of this group is to create memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.What you’ll doo First point of contact for customer concerns relating to technical issueso Customer advocate and represent their needs with internal product teamso Provide extremely timely response/resolution to technical and product inquireso Provides resolution results within established Service Level Agreement Guidelineso Awareness of Customer business priorities & key eventso Provides proactive Issue Status updates to required partieso Record and document all issues related to customers within established process guidelineso Trouble-shoot/qualify cases before escalating into Engineeringo Answer questions regarding product functionality and usageo Enable product features included in the contract which Customer can’t enable themselves through the admin consoleo Troubleshoot implementation problemso Work high priority technical issueso Provide on-site assistance as needed to resolve product issueso Product Content Creation (KB articles, whitepapers, forum participation)o Provide Knowledge Transfer sessions to help reduce escalations into Adobe What you need to succeedo Strong Technical knowledge of J2EE application servers, databases, and LDAP server technologyo Java Development Experienceo Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XMLo Experience with Adobe CQ/AEM desired but not a hard requiremento Windows/Linux server knowledgeo Performance tuning and optimizationo Debugging of customer codeo Knowledge at API level of 3rd party applicationso Bachelors Degree or equivalent experience.o At least 3 years of full time experience in customer care/customer support or related fieldo Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.o Advanced written and verbal communication skillso Strong personal organization skillso Ability to multi-task and prioritize job requirements 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 accommodations@adobe.com 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.
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