AEM Premier Support Engineer
Substance
London
3d ago

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!

The Opportunity

The Experience Manager, Premier Support, Named Support Engineer for the AEM (CQ) solution will provide Technical Support for the specific Adobe Customers paying for our premium support services.

Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and handle customer issues while working with the extended Adobe Support team (Support, TAMs and Engineering).

The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.

When vital, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.

Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.

The objective of this group is to build memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.

What you'll Do

As the first point of contact for customer concerns relating to their technical issues, advocate and represent their needs with internal product and engineering teams.

Provide timely responses, updates and resolution to technical and product inquiries.

Be aware of customer's business priorities and impact, to ensure mitigation and resolution.

Understand the customer's business priorities and impact, navigate Adobe internal teams on their behalf, and be able to integrate and establish rapport with cross-region customer teams and cultures to build trust.

What you need to succeed

Experienced Web Developer - Adobe Experience Manager requires strong Java development, JavaScript, JEE application servers, databases, and LDAP server technology to support our customer's deployments and instances in development and production.

Experience with HTML5, XHTML, HTML, CSS, ReST and XML very beneficial.

Experienced Technical Support specialist - Proven understanding of performance tuning and optimisation, debugging customer code, and knowledge at API level of 3rd party applications.

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client / server operations.

Bachelors Degree or equivalent experience

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