Technical Support Consultant 3
- Job Title
- Technical Support Consultant 3
- Job ID
- 27705623
- Work Hybrid
- Yes
- Location
- San Jose, CA
- Other Location
- MST/PST Time Zone
- Description
-
Technical Support Consultant 3
5+ Months W2 Contract
San Jose, CA
The Challenge:
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!
What you'll do:- 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.
- 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.
- 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)
- Bachelor's degree or equivalent experience
- 2+ years' experience with Adobe AEM preferably on the backend as a developer or architect
- Strong technical knowledge of J2EE applications, database concepts, and SSO (e.g. LDAP, SAML, OAuth).
- Experience investigating and debugging multi-tier web applications
- Performance tuning and optimization of web applications
- Working experience with Java, JavaScript, HTML, CSS, and XML
- Windows/Linux server knowledge
- Experience in customer care/customer support or related field a plus
- Experience in a wide range of computer operating systems and software with emphasis on installation, investigating, debugging, upgrading, integration and client/server operations is desired.
- Advanced interpersonal skills
- Ability to multi-task and prioritize
$43.00 - $53.87/ HR
- Pay Range
- $43.00 Hourly to $53.87 Hourly
