COMPLETE Senior Technical Support Engineer- AEM - Ottawa

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!

As a Senior 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 outstanding 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 Client's needs with internal Product and Engineering teams
• Provide response/update/resolution to technical inquiries 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 about 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 Will Need to Succeed

• BA/BS Degree in a related field or equivalent experience.
• 2+ years’ experience with Adobe AEM preferably on the backend as a developer, devops or architect
• 2+ years’ experience in technical customer support- preferably within a SaaS/ enterprise environment
• Java or Backend development experience is helpful
• Experience investigating and debugging multi-tier web applications
• Performance tuning and optimization of web applications
• Working experience with JavaScript, HTML, CSS, and XML
• Windows/Linux server knowledge
• 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.

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.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.