Technical Support Engineer(AEM)

Job description

We are looking for a Technical Support Engineer with experience in web development, enterprise web applications, digital asset management, and content delivery platforms to join our Premium Support team. In this role, you will work closely with strategic enterprise customers to resolve complex technical issues, ensure successful product adoption, and deliver an exceptional customer experience. You will collaborate with Adobe Support, Technical Account Managers (TAMs), and Engineering teams to troubleshoot high-priority issues, identify root causes, and drive timely resolutions. Your proactive approach will help customers optimize their Adobe Experience Manager (AEM) environments and minimize business impact. Key Responsibilities - Serve as the primary technical point of contact for enterprise customers, managing and resolving complex product and technical issues. - Investigate, troubleshoot, and resolve production and application-related issues in Adobe Experience Manager (AEM). - Work closely with Engineering, Product, and Technical Account Management teams to drive issue resolution and customer success. - Analyze application performance, identify bottlenecks, and recommend performance tuning and optimization solutions. - Manage customer cases with detailed documentation, ensuring accurate tracking and timely communication throughout the issue lifecycle. - Understand customer business priorities and provide technical guidance to minimize operational impact. - Build strong relationships with customers across global regions by providing proactive support and technical expertise. - Participate in customer reviews and, when required, provide onsite support to expedite issue resolution and improve customer experience. Required Skills & Qualifications - Bachelor's degree or equivalent practical experience. - Strong hands-on experience with **Adobe Experience Manager (AEM)**. - Solid programming knowledge in **Java** and **JavaScript**. - Experience with **J2EE/JEE application servers**, databases, and **LDAP** technologies. - Good understanding of web technologies including **HTML5, HTML, XHTML, CSS, and XML**. - Experience troubleshooting enterprise web applications and client-server environments. - Strong knowledge of application debugging, performance tuning, and optimization techniques. - Experience with API-level troubleshooting and third-party application integrations. - Familiarity with software installation, upgrades, configuration, and system integration. - Strong analytical, problem-solving, and customer communication skills. - Ability to collaborate effectively with cross-functional and global teams in a customer-facing environment.