AEM Technical Support Engineer 3

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 Opportunity
As a Technical Support Engineer 3 for AEM you will provide support for the global Adobe AEM customer base. Key elements of the role involve investigating and resolving our clients’ technical issues and ensuring our customers have a clear understanding of where things stand from the time the ticket is created thru issue resolution. You will field questions, work on high-priority issues, meet with Customers regularly, and handle partner concerns while working with the extended Adobe Support team (Support and Engineering) all within the time frame of our SLAs. The over-arching goal is to ensure that you provide our customers with an outstanding level of technical support, resulting in Customers being wildly successful in their use of AEM!
What You'll DoRespond to high-priority cases where the ability to apply your understanding of AEM to investigate, debug and ultimately resolve our customer’s technical issues is the core of your day to dayFirst point of contact for customer concerns relating to technical issues/questionsAdvocate for, and represent our Client's needs with internal Product and Engineering teams.Provide response/update/resolution to technical inquiries within established Service Level Agreement guidelines.Ensure you have an understanding of the Customer’s priorities and how technical issues are impacting their business and customer base.Provides proactive Issue Status updates to required partiesTrouble-shoot/qualify cases before advancing into EngineeringAnswer questions regarding product functionality and usageFix implementation problemsProduct Content Creation (KB articles, whitepapers, forum participation)Provide Knowledge Transfer sessions to help reduce customer concerns about AdobeContinuously expand your AEM expertise thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team.What You Will Need to SucceedBachelor's Degree in a related field or equivalent experience.2+ years’ experience with Adobe AEM preferably on the backend as a developer or architectStrong technical knowledge of J2EE applications, database concepts, and SSO (e.g. LDAP, SAML, OAuth).Experience investigating and debugging multi-tier web applicationsPerformance tuning and optimization of web applicationsWorking experience with Java, JavaScript, HTML, CSS, and XMLWindows/Linux server knowledgeExperience in customer care/customer support or related field a plusExperience in a wide range of computer operating systems and software with emphasis on installation, investigating, debugging, upgrading, integration and client/server operations is desired.Advanced interpersonal skills.Ability to multi-task and prioritize.Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $69,100 -- $139,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.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.