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AEM developer/Technical Support Consultant

Job ID: 23-05293

**This is a HYBRID Role - Looking for local candidates only who can come into the San Jose, CA Tues, Wed, Thurs**
As a Senior Technical Support Engineer for AEM you will provide support for the global Adobe AEM customer base. Key elements of the role involve investigating and resolving our clients technical issues and ensuring our customers have a clear understanding of where things stand from the time the ticket is created thru issue resolution. You will field questions, work on high priority issues, meet with Customers regularly, and handle partner concerns while working with the extended Adobe Support team (Support and Engineering) all within the time frame of our SLAs. The over-arching goal is to ensure that you provide our customers with an extraordinary level of technical support, resulting in Customers being wildly successful in their use of AEM!

Respond to high priority cases where the ability to apply your understanding of AEM to investigate, debug and ultimately resolve our customer s technical issues is the core of your day to day
First point of contact for customer concerns relating to technical issues/questions
Advocate for, and represent our Clients needs with internal Product and Engineering teams
Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines
Ensure you have an understanding of the Customer s priorities and how technical issues are impacting their business and customer base
Provides proactive Issue Status updates to required parties
Trouble-shoot/qualify cases before advancing into Engineering
Answer questions regarding product functionality and usage
Fix implementation problems
Product Content Creation (KB articles, whitepapers, forum participation)
Provide Knowledge Transfer sessions to help reduce customer concerns into Adobe
Continuously expand your AEM expertise thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team

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