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Senior Engineer, Product Support

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Senior Engineer, Product Support role at GlobalLogic requires troubleshooting technical issues related to AEM and Java. Responsibilities include resolving system errors, performance problems, and content-related issues, proposing architectures for solutions, analyzing critical issues for RCA, and providing excellent customer support.

Job description 

AEM / Java product support role typically involves several key responsibilities and duties, including: Technical Issue Resolution: Troubleshoot and resolve technical issues related to AEM, which could include system errors, performance problems, or content-related issues.

Requirements:

  • Either a Bachelor’s or Masters’s degree in Computer Science plus 1 – 3 years of experience in the
    Web and/or ECMS technologies space
  • Strong knowledge of Web technologies especially JAVA/J2EE (e.g. coding, garbage collection
    tuning, heap dump & thread dump analysis) and JavaScript, Content Management Systems
    (CMS), website architecture
  • Proficiency in HTML, DHTML, CSS, XML, AJAX, JQuery, Apache & IIS
  • Working knowledge of different OS including WIN, UNIX, LINUX, Solaris
  • Experience and ability to conceptually understand the implications and propose architectures
    for large-based solutions of different sizes, their implications on the solution concept and
    development as well as understanding the impact of caching and other performance-related
    measures
  • Support all kinds of product-related issues e.g. architecture, infrastructure, functionality,
    development, integration, migration, etc.
  • Analyzing critical issues for providing RCA and taking corrective measures to avoid recurrence
    of similar issues
  • Recognizing areas that require patching and upgradation for fixing vulnerabilities
  • Excellent oral and written communication skills; the ability to articulate technical solutions
    and how they can solve customer business problems for all audiences including non-technical
  • Effective dialogue building skills; listening, good Q&A skills


 

Preferences:

  • Strong knowledge or hands on experince with Core Java
  • Excellent written or Verbal communication (English)
  • Ready to work in 24*7 work environment


 

Job Responsibilities:

  • Drive measurably high levels of customer satisfaction that lead to customer loyalty and
    retention
  • Provide customer support via telephone and portal
    Acts as a customer advocate ensuring all customers’ voices are heard
  • Liaise with engineering/product management to ensure customers’ desires for future product
    development are heard
  • Address customer concerns and questions, large and small, in an effective and timely manner
    Understand the real-world impact that issues and defects have on customers
  • Work closely with customers to understand their business and how best to assist them in
    using Adobe Experience Manager
  • Assist in testing new and enhanced product features
  • Manage incidents professionally and within stated timelines
  • Accurately record and maintains incident in accordance with department standards
  • Troubleshoot, validate and report customer-submitted bug reports
  • Assist Engineering staff in resolving product issues
  • Participate in department team meetings
  • Assist in special projects and other duties as assigned



 

Set alert for similar jobsSenior Engineer, Product Support role in Gurgaon, India
GlobalLogic Logo

Company

GlobalLogic

Job Posted

7 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

Category

Software Engineering

Locations

Gurgaon, Haryana, India

Qualification

Bachelor or Master

Applicants

Be an early applicant

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