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 Senior Experience Manager Technical Support Consultant for the AEM (CQ) solution will provide Technical Support for the global Adobe Customer base.
Key elements of the role involve handling technical issues and ensuring our Customers are set-up for success. You will field questions, log and work high priority issues, meet with Customers regularly, and handle customer issues while working with the extended Adobe Support team (Support and Engineering).
The over-arching goal is to ensure that you can anticipate and avoid issues, identify and mitigate against risk.
When necessary, you may be required to go onsite to expedite the resolution of a technical issue, or as part of an overall Customer experience improvement exercise.
Team members will fully detail all customer cases, customer problem interactions, and customer environment details to ensure complete regular Customer Account reviews.
The objective of this group is to build memorable Customer Experiences for our most strategic Customer resulting in Customers being wildly successful using our products.
What you’ll do
First point of contact for customer concerns relating to technical issues
Customer advocate and represent their needs with internal product teams
Provide timely response / resolution to technical and product inquires
Provide resolution results within established Service Level Agreement Guidelines
Awareness of Customer business priorities & key events
Provide proactive status updates to required parties
Record and document all issues related to customers within established process guidelines
Trouble-shoot and qualify cases before raising 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
Provide on-site assistance as needed to resolve product issues
Product Content Creation (KB articles, whitepapers, forum participation)
Provide Knowledge Transfer sessions to help reduce escalations into Adobe
What you need to succeed
Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
Java Development / Troubleshooting Experience
Experience with Adobe CQ / AEM desired but not a hard requirement
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.
Four 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.
Advanced written and verbal communication skills
Strong personal organization skills
Ability to multi-task and prioritize job requirements