Technical Product Consultant Ii

Our Company Changing 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 Position Technical Support Consultant - II AEM Business Unit Customer Experience DX Location NOIDA Our company At 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 The Challenge The AEM Customer Care team provides round the clock technical assistance for the Adobe CQ Scene7 and DAM solutions We are the key contacts between customers and internal departments to maintain satisfaction and resolution to 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 in order to represent Adobe in a professional manner What you ll do Provide customer support and troubleshoot customer reported complex issues such as JVMHeap Dump Analysis Thread Dump Analysis and Performance issues for AEM oFix Bugs through Code Changes in the later versions of AEM in collaboration with EngineeringTeam oTroubleshoot validate and report customer submitted bug reports oProvide Support Fix to customer for AEM if changes are trivial oDrive measurably high levels of customer satisfaction that lead to customer loyalty andretention Acts as a customer advocate ensuring all customers voices are heard oLiaise with engineering product management to ensure customers desires for future productdevelopment are heardoAddress customer concerns and questions large and small in an effective and timely manneroUnderstand the real world impact that issues and defects have on customersoWork closely with customers to understand their business and how best to assist them inusing Adobe Experience ManageroAssist in testing new and enhanced product featuresoManage incidents professionally and within stated timelinesoAccurately record and maintains incident in accordance with department standardsoParticipate in department team meetingsoAssist in special projects and other duties as assigned What you need to succeed Either a Bachelor or Masters degree in Computer Science plus 3 years experience in the Web and or ECMS technologies spaceoStrong 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 architectureoProficiency in REST API HTML DHTML CSS XML AJAX JQuery Apache IISoWorking knowledge of different OS including WIN UNIX LINUX SolarisoExperience 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 measuresoSupport all kinds of product related issues e g architecture infrastructure functionality development integration migration etc oAnalyzing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issuesoRecognizing areas that require patching and upgradation for fixing vulnerabilitiesoExcellent oral and written communication skills the ability to articulate technical solutions and how they can solve customer business problems to all audiences including non-technicaloEffective 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 an 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 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 or call 408 536-3015