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The Technical Support Consultant being a subject-matter-expert in architecting solution or in resolving highly technical issues, defines the action plans and manages expectations of customers;
delivers presentations and follows through with action items; works efficiently in a matrix environment with exposure to different work cultures and ethics
What you’ll do
Provide in depth troubleshooting and support for the AEM Forms product line
Utilize superior account management and technical troubleshooting skills to solve the most difficult issues escalated through Customer Care support channels.
Collaborate with Tier 2 support on technical issues providing real time support for enterprise customer segment
Brainstorm technical action plans and provide ongoing mentorship with the goal of expedited case resolution times
Function as technical liaison to product engineering team providing business intelligence on emerging issues and trends
Provide status reporting and engineering information back to support management, support teams, and customer
Coordinate knowledge management and creation of technical documentation.
What you need to succeed
1 - 6 years of experience in the software industry, working in a highly technical team where you developed your skills while performing various functions
Expert technical knowledge of JSPs, Servlets, Java Script, Java programming;
Intermediate technical knowledge of J2EE application servers (Websphere, JBOSS, Web Logic);
Intermediate technical knowledge of UNIX (AIX, LINUX) and Windows Server operating systems;
Intermediate technical knowledge of analyzing HTTP logs, Thread dumps, Heap Dumps;
Intermediate technical knowledge of Databases (Oracle, MsSQL, MySQL);
Intermediate technical knowledge of Git, Maven for creating hotfixes and catering backport requests;
Intermediate technical knowledge of tools such as Eclipse, DB Query browser, SoapUi;
Intermediate technical knowledge of Networking (TCP / IP, various Network);
Preferred skills and experience :
Application Server Clustering
Apache Sling for content- centric application development, Content Management, and Apache Felix for OSGi bundle development
LDAP and SSO
Adobe Acrobat & Acrobat Reader
Cloud computing models
Knowledge of EMC Documentum, IBM Content Manager
Adobe is an equal opportunity / affirmative action employer. We welcome and encourage diversity in the workplace.