Technical Support Consultant (AEM) - Premier Support

Adobe (Sydney NSW, Australia) 21 hours ago

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 Opportunity

The Adobe Digital Experience Customer Support team provides round-the-clock technical assistance for the Adobe Experience Manager (AEM) and Digital Asset Management (DAM) solutions. They are the key personnel between customers and internal groups to maintain customer satisfaction with our solutions and resolve customer issues. Technical Support Consultants deliver accurate and timely technical support to Adobe customers. They handle support issues of sophisticated and technical nature with varying degrees of priority. They address incidents within predetermined service levels, requiring the capability to prioritise and handle various tasks at the same time. The Premier Support Named Support Engineer is the primary support contact for designated Premier Elite and Premier Enterprise customers within the APAC region. The Technical Support Consultant performing this function orchestrates the delivery of proactive services designed to manage and mitigate the risk and support the successful operation and adoption of Adobe Experience Cloud solutions in key accounts.

What you'll Do

  • Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
  • Provide customer support via telephone, web-conferencing, portal, and email
  • Be the Named Support Engineer for Elite & Enterprise Premier Support Customer Accounts in region
  • Act as a customer advocate, ensuring all customers’ voices are heard inside Adobe!
  • Collaborate closely with engineering and product management to ensure customers’ desires for future product direction are heard
  • Address customer questions and concerns, large and small, in an effective and timely manner
  • Understand the real-world impact that product issues and defects can have on our customers and their business
  • Work closely with customers to understand their business and how best to assist them in successfully using AEM
  • Assist in testing new and enhanced product features
  • Accurately and professionally record, manage, and maintain incidents within stated timelines and in accordance with department standards
  • Investigate, validate, and report customer submitted bug reports
  • Assist Product & Cloud Engineering staff in resolving product issues
  • Partner with Technical Account Managers and Customer Success Managers as needed

What you need to succeed

  • Either a Bachelor or Master’s degree in Computer Science and 2+ years’ experience in the Web or ECMS technologies space or equivalent practical experience
  • A working knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems (CMS), and website architecture
  • 1-3 years of working experience with AEM is desirable
  • A solid grasp of different operating systems including Windows, UNIX, Linux, and Solaris
  • Experience and ability to conceptually propose architectures for large web-based solutions of different sizes, the design implications on the solution concept and development, as well as understanding the impact of caching and other performance related measures
  • Experience supporting all kinds of product related issues e.g. architecture, infrastructure, functionality, development, integration, migration, etc.
  • Analyse critical issues, providing root cause analysis, and taking corrective measures to avoid recurrence of similar issues
  • Recognise areas that require patching or upgrade to mitigate vulnerabilities
  • Excellent oral and written communication skills; the ability to clearly communicate technical solutions, and how they can solve customer business problems, to all types of audiences
  • Embrace teamwork, but equally, be able to work autonomously depending on customer scenario

Technical Support Consultant (AEM) - Premier Support

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