Senior Engineer, Product Support (AEM)

Role Overview: You will be a Java developer with a minimum of 2 years of experience in Java development. Your primary responsibility will be to support enterprise clients using Adobe AEM Products. This role will mainly focus on product support rather than programming or core development work. You will be working night shifts in the US and will be required to work from the office for 5 days a week. Key Responsibilities: - Support enterprise clients using Adobe AEM Products by addressing all kinds of product-related issues such as architecture, infrastructure, functionality, development, integration, migration, etc. - Analyze critical issues to provide Root Cause Analysis (RCA) and implement corrective measures to prevent recurrence of similar issues. - Recognize areas that require patching and upgrading to fix vulnerabilities. - Drive high levels of customer satisfaction to ensure customer loyalty and retention. - Provide customer support via telephone and portal and act as a customer advocate to ensure all customers" voices are heard. - Liaise with engineering/product management to convey customers" desires for future product development. - Assist in testing new and enhanced product features and manage incidents professionally within stated timelines. - Troubleshoot, validate, and report customer-submitted bug reports and assist engineering staff in resolving product issues. - Participate in department team meetings, assist in special projects, and perform other duties as assigned. Qualification Required: - Bachelor's or Master's degree in Computer Science with 2-4 years of experience in Web and/or ECMS technologies. - Strong knowledge of Web technologies including JAVA/J2EE, JavaScript, Content Management Systems (CMS), and website architecture. - Proficiency in HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS. - Working knowledge of different operating systems like WIN, UNIX, LINUX, Solaris. - Experience in proposing architectures for large-based solutions, understanding the impact of caching, and other performance-related measures. - Excellent oral and written communication skills with the ability to articulate technical solutions effectively to both technical and non-technical audiences. - Effective dialogue-building skills, listening, and good Q&A skills. Please note that this job also offers the following benefits: - Culture of caring, prioritizing a culture of acceptance and belonging. - Learning and development opportunities for continuous growth. - Interesting and meaningful work on impactful projects. - Balance and flexibility to achieve work-life balance. - High-trust organization with integrity as a key value proposition.,