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Technical Support Engineer Jobs
Company | Adobe |
Address | Ottawa, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting,Advertising Services,Software Development |
Expires | 2023-09-24 |
Posted at | 8 months ago |
Our Company
- 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.
- First point of contact for customer concerns relating to technical issues/questions
- Fix implementation problems
- Ensure you have an understanding of the Customer’s priorities and how technical issues are impacting their business and customer base
- Product Content Creation (KB articles, whitepapers, forum participation)
- Provide response/update/resolution to technical inquiries within established Service Level Agreement guidelines
- Answer questions regarding product functionality and usage
- 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
- Advocate for, and represent our Client's needs with internal Product and Engineering teams
- Provide Knowledge Transfer sessions to help reduce customer concerns about Adobe
- Trouble-shoot/qualify cases before advancing into Engineering
- Provides proactive Issue Status updates to required parties
- Ability to multi-task and prioritize.
- Java or Backend development experience is helpful
- 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.
- BA/BS Degree in a related field or equivalent experience.
- Experience investigating and debugging multi-tier web applications
- Working experience with JavaScript, HTML, CSS, and XML
- Windows/Linux server knowledge
- Performance tuning and optimization of web applications
- Advanced interpersonal skills.
- 2+ years’ experience in technical customer support- preferably within a SaaS/ enterprise environment
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