Experience Manager Technical Support Consultant

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 extremely timely response/resolution to technical and product inquires
Provides resolution results within established Service Level Agreement Guidelines
Awareness of Customer business priorities & key events
Provides proactive Issue Status updates to required parties
Record and document all issues related to customers within established process guidelines
Trouble-shoot/qualify cases before escalating into 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
Troubleshoot implementation problems
Work high priority technical issues
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 Experience
Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML
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.
At least five 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

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