Senior Engineer, Product Support
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