Adobe Managed Services Cloud Engineer
Substance
San Jose
hace 1 día

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

Adobe Managed Services (AMS) offers a premier service offering to high end Adobe clients. We combine world class adobe software, with world class service, and back it up with a service level agreement of guaranteed up-time.

Customer Success Engineers are responsible for the partnership between Adobe and our strategic clients, driving value realization and return on the client’s investment in Adobe to host and operate their web presence using Adobe Experience Manager (AEM).

This role, AEM Cloud Engineer, will function as as the Adobe Managed Services global AEM Sites and Assets subject matter expert to our customer facing CSE's.

This team is made up of technology-savvy individuals who have experience in digital marketing and know its value in driving company strategies.

The result we desire is delivering exceptional service as AEM application trusted advisors working directly with our clients, understanding business and technical requirements, then translating that into solutions that ensure customer success.

This position includes all of the following aspects :

  • Support the continuous improvement of AMS AEM deployments, with a primary focus on AEM Sites and Assets, through process, hardware and software configurations, training and best practice guidance
  • Strategic client relationship management. You will be assigned as a technical escalation resource to CSE's who are designated to 5 to 7 customers who are using Adobe Experience Manager.
  • You will have strong focus on client retention and cultivate future projects and qualify new opportunities.
  • There will be frequent interaction with clients including Directors, VPs, and C-level executives of Fortune 500 companies
  • What you need to succeed

  • BS or MS in Computer Science or equivalent with 10+ years of working experience in technology sector, IT operations a plus
  • Support the continuous improvement of AMS AEM deployments, with a primary focus on AEM Sites and Assets, through process, hardware and software configurations, training and best practice guidance
  • Serve as the European troubleshooting lead and provide the CSE team by;Investigating and solving critical AEM customer issuesLoad testing protocols and toolingHandling customer calls about AEM performanceIdentify patterns of problems and assist the AMS Automation team to bake in solutions that can be applied across the boardServe as a primary channel of communication between AMS and AEM engineeringLead projects that fall outside of our standard operations envelope, such as the investigation of new cloud technology implementationStay up-to-date on AEM, and cloud technologies - work on adapting ideas / tools that will benefit CQMS (Managed Services) ops on Amazon, and now Azure
  • Duties include :

  • Naturally tendency to take initiative, and lead. Providing encouragement, mentoring, and technical guidance
  • Help to create a culture of delivering high quality customer service and satisfaction
  • Manage multiple competing priorities in a fast-paced environment
  • Active accountability with escalations management
  • Be an active participant in planning and executing quarterly milestones
  • Proactive, flexible, and have impeccable follow through
  • Be eager take on any tasks that need to be accomplished
  • Reporting Structure : Reports directly to Sr Director of Managed services, works closely with peers, and product line managers, and Adobe Global Services groups
  • What you need to succeed

  • BS or MS in Computer Science or equivalent with 10+ years of working experience in technology sector, IT operations a plus
  • 3+ year leadership experience
  • Experience with Amazon Web Services with a good understanding of its various offerings (e.g. EC2, S3, VPC / VPN, and Route53)
  • Experience with other cloud providers’ a plus
  • Experience with RedHat Linux and Windows operating systems
  • Experience working for a global technology company
  • Experience with Managed Services or technical operations
  • Excellent communications skills, both written and verbal in Japanese and English with both customers and executives
  • Demonstrate excellent Emotional Intelligence (EQ) and enthusiasm for customer success
  • Demonstrate ability to collaborate effectively and work with teams and leadership
  • Experience working with difficult customers and in high pressure incident resolution scenarios.
  • Special consideration given for :

  • Master’s degree or other advanced education
  • Prior account management and / or project management experience with Fortune 500 clients
  • Knowledge of and experience with digital marketing technologies
  • Prior experience with customer success in a SaaS, or Managed Services company
  • Experience using digital marketing products and FSI vertical experience
  • Consulting and / or technical training experience
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