Sr. Technical Support Engineer

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 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, troubleshooting, 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 manage escalations 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 a world-class level of technical support, resulting in Customers being wildly successful in their use of AEM.

What you'll do

o Work on high priority cases where the ability to leverage your understanding of AEM to troubleshoot, debug and ultimately resolve our customer's technical issues is the core of your day to day

o First point of contact for customer concerns relating to technical issues/questions

o Advocate for our Customer's and represent their needs with internal product and engineering teams

o Provide response/update/resolution to technical inquires within established Service Level Agreement guidelines

o Ensure you have an understanding of theCustomer's priorities and how technical issues are impacting their business and customer base

o Provides proactive Issue Status updates to required parties

o Trouble-shoot/qualify cases before escalating into Engineering

o Answer questions regarding product functionality and usage

o Troubleshoot implementation problems

o Product Content Creation (KB articles, whitepapers, forum participation)

o Provide Knowledge Transfer sessions to help reduce escalations into Adobe

o Expand your understanding of AEM thru individual and group enablement sessions, interactions with product/engineering teams and working side by side with other Technical Support Engineers on your team

What you need to succeed

o 2+ years' experience with Adobe AEM preferably on the backend as a developer or architect

o Strong technical knowledge of J2EE applications, database concepts, and SSO (e.g. LDAP, SAML, OAuth).

o Experience troubleshooting and debugging multi-tier web applications

o Performance tuning and optimization of web applications

o Working experience with Java, JavaScript, HTML, CSS, and XML

o Windows/Linux server knowledge

o Bachelor's degree or equivalent experience.

o Experience in customer care/customer support or related field a plus

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

o Advanced written and verbal communication skills

o Strong personal organization skills

o Ability to multi-task and prioritize

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $88,200 -- $166,000 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.