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In this role you will be the first point of contact for customer concerns relating to AEM technical issues. You will be part of the North America AEM Customer Support Engineer team where you will investigate, trouble-shoot and resolve our customers AEM issues. You will also be the customer advocate and represent their needs with internal product/engineering teams and collaborate with other teams supporting our customers.
Responsibilities:- Provide extremely timely response/resolution to technical and product inquires
- Provides resolution results within established Service Level Agreement Guidelines
- Awareness of customer business priorities & key events
- Provides proactive Issue Status updates to required parties
- Record and document all issues related to customers within established process guidelines
- Trouble-shoot/qualify cases before advancing it to Engineering
- Answer questions regarding product functionality and usage
- Enable product features included in the contract which customer can’t enable themselves through the admin console
- Solve implementation problems
- Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
- Java Development Experience
- Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML
- Experience with Adobe CQ/AEM.
- Windows/Linux server knowledge
- Performance tuning and optimization
- Debugging of customer code
- Knowledge at API level of 3rd party applications
- Bachelors Degree or equivalent experience.
- At least three years of full time experience in customer care/customer support or related field
Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
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