Technical Support Engineer 3

Adobe Systems GmbH; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading technology company is seeking a Technical Support Engineer in Toronto to troubleshoot AEM-related issues, providing first-class support to customers. The role demands strong technical skills, particularly with J2EE and Adobe AEM, backed by a Bachelor's degree and experience in customer care. Join Adobe and work in a creative and supportive environment, helping to deliver exceptional customer experiences.

Qualifications

• At least three years of full-time experience in customer care or support.
• Wide-range of computer operating systems and software experience desired.

Responsibilities

• Provide technical support and resolution for AEM customer concerns.
• Document all issues and provide status updates to stakeholders.
• Troubleshoot and qualify cases before escalation to engineering.

Skills

Technical knowledge of J2EE

Adobe CQ / AEM experience

Windows / Linux server knowledge

Performance tuning and optimization

Debugging customer code

API knowledge of 3rd party applications

Education

Bachelor's Degree or equivalent experience

Job description

At Adobe, we’re changing the world. How? We give people the tools to bring their ideas to life and create content that makes life more fun and work more meaningful. We give businesses and organizations the power to truly engage their customers. We're the ones behind the gorgeously designed content that streams across your laptop, TV, phone, and tablet every day—and we’re the ones who harness the massive power of big data to help companies move from data to insight and insight to action by delivering content that people crave most.

We’re a company that understands that product innovation comes from people innovation, and that’s why we invest in cultivating leaders throughout the organization. If you’re passionate about leading from where you sit, join us.

In this role you will be the first point of contact for customer concerns relating to AEM technical issues. You will be part of the North America AEM Customer Support Engineer team where you will investigate, trouble-shoot and resolve our customers AEM issues. You will also be the customer advocate and represent their needs with internal product / engineering teams and collaborate with other teams supporting our customers.

Responsibilities :

• Provide extremely timely response / resolution to technical and product inquires
• Provides resolution results within established Service Level Agreement Guidelines
• Awareness of customer business priorities & key events
• Provides proactive Issue Status updates to required parties
• Record and document all issues related to customers within established process guidelines
• Trouble-shoot / qualify cases before advancing it to Engineering
• Answer questions regarding product functionality and usage
• Enable product features included in the contract which customer can’t enable themselves through the admin console
• Solve implementation problems

Skills / Requirements :

• Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
• Experience with Adobe CQ / AEM.
• Windows / Linux server knowledge
• Performance tuning and optimization
• Debugging of customer code
• Knowledge at API level of 3rd party applications
• Bachelors Degree or equivalent experience.
• At least three years of full time experience in customer care / customer support or related field

Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client / server operations is desired.

Internal Opportunities

Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!

1. Update your Resume / CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.

2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.

3. Check out these tips to help you prep for interviews.

4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll .

Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [e-mail] or call [phone].

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Technical Support Engineer • Toronto, ON, Canada