Technical Product Consultant 3

Join Adobe's AEM Customer Care team as a Technical Product Consultant in Noida, India. This team provides 24/7 technical support for Adobe CQ, Scene7, and DAM solutions, acting as the crucial link between our customers and internal departments to ensure satisfaction and swift issue resolution.

As a Technical Support Consultant, you will deliver accurate and timely technical assistance to Adobe customers via phone and our online portal. You will manage and resolve complex and technical support issues with varying priorities, adhering to service level agreements and demonstrating strong multitasking and prioritization skills. This role involves undertaking assigned projects and collaborating with team members to uphold Adobe's professional standards.

Key Responsibilities:

• Provide expert customer support and troubleshoot intricate issues for Adobe Experience Manager (AEM), including JVM Heap Dump Analysis, Thread Dump Analysis, and performance optimization.
• Validate, troubleshoot, and report customer-submitted bug reports.
• Deliver support fixes for AEM when changes are minor.
• Drive exceptional customer satisfaction, fostering loyalty and retention.
• Serve as a customer advocate, ensuring their feedback is heard and considered.
• Collaborate with engineering and product management to convey customer needs for future product development.
• Address customer concerns and inquiries effectively and promptly, regardless of scale.
• Understand and articulate the real-world impact of issues and defects on customer operations.
• Work closely with customers to grasp their business context and optimize their use of Adobe Experience Manager.
• Contribute to the testing of new and enhanced product features.
• Manage incidents professionally and within defined timelines.
• Accurately document and maintain incident records according to department standards.
• Participate actively in department meetings.
• Assist with special projects and other assigned duties.

Qualifications:

• Bachelor's or Master's degree in Computer Science, coupled with 2-4 years of experience in Web and/or ECMS technologies.
• Solid understanding of Web technologies, particularly JAVA/J2EE (including coding, garbage collection tuning, heap dump & thread dump analysis), and JavaScript.
• Proficiency in Content Management Systems (CMS) and website architecture.
• Experience with REST API, HTML, DHTML, CSS, XML, AJAX, jQuery, Apache, and IIS.
• Working knowledge of various operating systems, including Windows, UNIX, Linux, and Solaris.
• Proven ability to conceptually understand and propose architectures for large-scale Web-based solutions, assessing their impact on concept development and considering performance factors like caching.
• Capability to support a wide range of product-related issues, including architecture, infrastructure, functionality, development, integration, and migration.
• Skilled in analyzing critical issues to provide Root Cause Analysis (RCA) and implement corrective actions to prevent recurrence.
• Ability to identify areas requiring patching and upgrades for vulnerability fixes.
• Excellent oral and written communication skills, with the ability to explain technical solutions and their business benefits to diverse audiences.
• Strong interpersonal and communication skills, including active listening and effective questioning.