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