Adobe India
Location
Noida | India
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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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 truly engage their customers. 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 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 youu2019ll do
u2022Provide customer support and troubleshoot customer reported complex issues such as JVM Heap Dump Analysis, Thread Dump Analysis and Performance issues for AEM.
u2022Fix Bugs through Code Changes in the later versions of AEM in collaboration with Engineering Team.
u2022Troubleshoot, validate and report customer submitted bug reports.
u2022Provide Support Fix to customer for AEM, if changes are trivial.
u2022Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
u2022Acts as a customer advocate ensuring all customersu2019 voices are heard.
u2022Liaise with engineering/product management to ensure customersu2019 desires for future product development are heard
u2022Address customer concerns and questions, large and small, in an effective and timely manner
u2022Understand the real world impact that issues and defects have on customers
u2022Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager
u2022Assist in testing new and enhanced product features
u2022Manage incidents professionally and within stated timelines
u2022Accurately record and maintains incident in accordance with department standards
u2022Participate in department team meetings
u2022Assist in special projects and other duties as assigned
What you need to succeed
u2022Either a Bachelor or Masters degree in Computer Science plus 2-4 yearsu2019 experience in the Web and/or ECMS technologies space
u2022Strong 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
u2022Proficiency in REST API, HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS
u2022Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
u2022Experience 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
u2022Support all kinds of product related issues e.g. architecture, infrastructure, functionality, development, integration, migration etc.
u2022Analysing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issues
u2022Recognizing areas that require patching and upgradation for fixing vulnerabilities
u2022Excellent 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
u2022Effective dialogue building skills listening, good Q&A skills
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.
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