Technical Product Consultant II

Noida - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Our Company

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

Were 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 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 youll do

Provide customer support and troubleshoot customer-reported complex issues such as JVM Heap Dump Analysis Thread Dump Analysis and Performance issues for AEM.

Troubleshoot validate and report customer-submitted bug reports.

Provide Support Fix to customer for AEM if changes are trivial.

Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention

Acts as a customer advocate ensuring all customers voices are heard.

Liaise with engineering/product management to ensure customers desires for future product development are heard

Address customer concerns and questions large and small in an effective and timely manner

Understand the real-world impact that issues and defects have on customers

Work closely with customers to understand their business and how best to assist them in using Adobe Experience Manager

Assist in testing new and enhanced product features

Manage incidents professionally and within stated timelines

Accurately record and maintains incident in accordance with department standards

Participate in department team meetings

Assist in special projects and other duties as assigned

What you need to succeed

Either a Bachelors or Masters degree in Computer Science plus 2-4 years experience in the Web and/or ECMS technologies space

Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding garbage collection tuning heap dump & and thread dump analysis) and JavaScript Content Management Systems (CMS) website architecture

Proficiency in REST API HTML DHTML CSS XML AJAX jQuery Apache & IIS

Working knowledge of different OS including WIN UNIX LINUX Solaris

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 as well as understanding the impact of caching and other performance-related measures

Support all kinds of product-related issues e.g. architecture infrastructure functionality development integration migration etc.

Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence of similar issues

Recognizing areas that require patching and upgradation for fixing vulnerabilities

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

Effective dialogue building skills; listening good Q&A skills

Adobe is proud to be anEqual Employment Opportunityemployer. 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.Learn more.

Adobe aims to make 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 emailor call .

Required Experience:

Contract

Our CompanyChanging the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos...