Sr. Technical Product Consultant

Job Description

Our Company

Changing the world through digital experiences is what Adobeu2019s all about. We give everyoneu2014from emerging artists to global brandsu2014everything they need to design and deliver exceptional digital experiences! Weu2019re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.u00A0

Weu2019re 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!

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Position: Technical Support Consultant u2013 II, AEM Business Unit: Customer Experience (DX)
Location: NOIDA
Our Company
At Adobe, weu2019re 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 engage their customers truly. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every dayu2014and weu2019re 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.
The Challenge
The AEM Customer Care team provides round-the-clock technical assistance for Adobe CQ, Scene7 and DAM solutions. We are the key contacts between customers and internal departments to maintain satisfaction and resolve all customer issues.
Technical Support Consultants provide accurate and timely technical support to Adobe customers via telephone and portal. They manage support issues of complex and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the ability to multi-task and prioritize. They carry out projects as assigned and support other team members to represent Adobe professionally.
What youu2019ll do
u2022 Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis and Performance issues for AEM.
u2022 Fix Bugs through Code Changes in the later versions of AEM in collaboration with Engineering Team.
u2022 Troubleshoot, validate and report customer-submitted bug reports.
u2022 Provide Support Fix to the customer for AEM if changes are trivial.
u2022 Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention.
u2022 Acts as a customer advocate ensuring all customersu2019 voices are heard.
u2022 Liaise with engineering/product management to ensure customersu2019 desires for future product development are heard.
u2022 Address customer concerns and questions, large and small, in an effective and timely manner
u2022 Understand the real-world impact that issues and defects have on customers.
u2022 Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager.
u2022 Assist in testing new and enhanced product features.
u2022 Manage incidents professionally and within stated timelines.
u2022 Accurately record and maintains incident in accordance with department standards.
u2022 Participate in department team meetings.
u2022 Assist in special projects and other duties as assigned.
u2022 Working in 24 x 7 shifts.
What you need to succeed
u2022 Either a Bacheloru2019s or Masteru2019s Degree in Computer Science plus 3 years of experience in the Web and/or ECMS technologies space
u2022 Strong knowledge of Web technologies, especially JAVA/J2EE (e.g., coding, garbage collection
tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems (CMS), website architecture
u2022 Proficiency in REST API, HTML, DHTML, CSS, XML, AJAX, jQuery, Apache & IIS
u2022 Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
u2022 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, and understanding the impact of caching and other performance-related measures.
u2022 Support all kinds of product-related issues, e.g., architecture, infrastructure, functionality,
development, integration, migration etc.
u2022 Analyzing critical issues for providing RCA and taking corrective measures to avoid the recurrence of similar issues.
u2022 Recognizing areas that require patching and upgradation for fixing vulnerabilities.
u2022 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 ones.
u2022 Effective dialogue building skills listening, good Q&A skills.
Adobe is an equal opportunity/affirmative action employer. We welcome and encourage diversity in the workplace.

Adobe is proud to be anu00A0u00A0and 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.u00A0
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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, emailu00A0u00A0or 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 otheru2019s employees.