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!
Our company
At Adobe,⠀we’re⠀changing⠀the world.⠀How? We⠀give⠀people the⠀tools to⠀bring⠀their⠀ideas to⠀life and⠀create⠀content⠀that makes⠀life more⠀fun and⠀work more⠀meaningful.⠀We give⠀businesses⠀and⠀organizations⠀the power⠀to truly⠀engage⠀their⠀customers.⠀We're⠀behind the⠀elegantly⠀designed⠀content⠀that⠀streams⠀across⠀your⠀laptop,⠀TV, phone,⠀and tablet⠀every⠀day—and⠀we’re⠀the ones⠀who⠀harness⠀the⠀substantial⠀power of⠀information⠀to help⠀companies⠀move from⠀data to⠀insight⠀and⠀insight to⠀action by⠀delivering⠀content⠀that⠀people⠀have an⠀appetite⠀for.
We’re⠀a company⠀that⠀understands⠀that⠀product⠀innovation⠀comes from⠀people⠀innovation,⠀and⠀that’s⠀why we⠀invest in⠀cultivating⠀leaders⠀throughout⠀the⠀organization.⠀If⠀you’re⠀passionate⠀about⠀leading⠀from where⠀you sit,⠀join us!
The challenge
As a⠀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
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
What you need to succeed
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
Bachelor’s⠀degree or⠀equivalent⠀experience.
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
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⠀$69,100 --⠀$139,400⠀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.
Adobe⠀is proud⠀to be an⠀Equal⠀Employment⠀Opportunity⠀and⠀affirmative⠀action⠀employer.⠀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.
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