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! At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and build content that makes life more fun and work more meaningful. We offer businesses and organizations the power to engage their customers truly. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day, and 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, so 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 Engineer for the AEM 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 answer questions, log and work high-priority issues, meet with Customers regularly, and handle customer issues while working with the extended Adobe Support team. The overarching goal is to ensure you can anticipate and avoid issues, identify and mitigate against risk.Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews. This group's objective is to build memorable Customer Experiences for our most strategic Customers, resulting in their ultimate success while using our products.What you’ll doFirst point of contact for customer concerns relating to technical issuesCustomer advocate and represent their needs with internal product teamsProvide timely response/resolution to technical and product inquiriesProvide resolution results within established Service Level Agreement GuidelinesAwareness of Customer business priorities & key eventsProvide proactive status updates to required partiesRecord and document all issues related to customers within established process guidelinesTrouble-shoot and qualify cases before raising to EngineeringAnswer questions regarding product functionality and usageEnable product features included in the contract that the Customer can’t enable themselves through the admin consoleAssist with potential implementation problemsProduct Content Creation (KB articles, whitepapers, forum participation)Provide Knowledge Transfer sessions to help reduce escalations into AdobeWhat you need to succeedStrong Technical knowledge of J2EE application servers, databases, and LDAP server technologyJava Development ExperienceExperience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XMLExperience with Adobe CQ/AEM is desired but not a hard requirementWindows/Linux server knowledgePerformance tuning and optimizationDebugging of customer codeKnowledge at API level of 3rd party applicationsBachelor's Degree or equivalent experience.At least five years of full-time experience in customer care/customer support or related fieldExperience 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 skillsStrong personal organization skillsAbility to multi-task and prioritize job requirementsAt Adobe, you will be immersed in an outstanding work environment that is recognized worldwide on Best Companies lists. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach, where ongoing feedback flows freely.If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.Adobe is proud to be an Equal Employment Opportunity 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.
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