Job Description

Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis, and Performance issues for AEM. Troubleshoot, validate, and report customer-submitted bug reports. Provide Support Fix to customer for AEM, if changes are trivial. Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention Acts as a customer advocate ensuring all customers voices are heard. Liaise with engineering/product management to ensure customers desires for future product development are heard Address customer concerns and questions, large and small, in an effective and timely manner Understand the real-world impact that issues and defects have on customers Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager Assist in testing new and enhanced product features Manage incidents professionally and within stated timelines Accurately record and maintains incident in accordance with department standards Participate in department team meetings Assist in special projects and other duties as assigned What you need to succeed Either a Bachelors or Master s degree in Computer Science plus 4 years experience in the Web and/or ECMS technologies space Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection tuning, heap dump and thread dump analysis) and JavaScript, Content Management Systems (CMS), website architecture Proficiency in REST API, HTML, DHTML, CSS, XML, AJAX, jQuery, Apache IIS Working knowledge of different OS including WIN, UNIX, LINUX, Solaris Experience and ability to conceptually understand the implications and propose architectures for large Web-based solutions of different sizes, their implications on the solution concept and development as well as understanding the impact of caching and other performance-related measures Support all kinds of product-related issues e.g. architecture, infrastructure, functionality, development, integration, migration etc. Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issues Recognizing areas that require patching and upgradation for fixing vulnerabilities Excellent oral and written communication skills; the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technical Effective dialogue building skills; listening, good QA skills