Adobe Technical Engineer

We are looking for Technical Support Engineers to provide technical assistance to Adobe customers globally. The role involves troubleshooting application, product, and cloud infrastructure issues, managing customer incidents, and working closely with Adobe Support, Engineering, and Product teams.

Role 1: ECommerce Application Support

Key Responsibilities:

• Act as the first point of contact for customer technical issues related to the Magento E-commerce application.
• Troubleshoot and resolve technical, product, and cloud infrastructure issues.
• Provide timely resolutions within established SLA guidelines.
• Troubleshoot and qualify cases before escalating them to Engineering.
• Answer customer questions regarding product functionality and usage.
• Handle high-priority technical incidents and critical outages.
• Communicate customer requirements to internal Product and Engineering teams.
• Create knowledge-base articles, white papers, and participate in forums.
• Conduct knowledge-transfer sessions.

Required Skills:

• PHP
• Linux
• Technical troubleshooting
• Customer support
• Incident management

Qualification: BE/B.Tech

Role 2: TSE AEM

The AEM Customer Care team provides round-the-clock technical assistance for Adobe CQ, Scene7, and DAM solutions. The role involves managing complex technical customer issues and ensuring timely resolution within defined service levels.

Key Responsibilities:

• Troubleshoot complex AEM issues including JVM Heap Dump, Thread Dump, and performance issues.
• Troubleshoot, validate, and report customer-submitted bugs.
• Provide support fixes for AEM where applicable.
• Address customer concerns and questions effectively and in a timely manner.
• Work closely with customers to understand their business requirements.
• Collaborate with Engineering and Product Management teams.
• Assist in testing new and enhanced product features.
• Manage incidents professionally within stated timelines.
• Maintain accurate incident records and documentation.
• Participate in team meetings and special projects.

Required Skills:

• Java
• CMS
• Adobe Experience Manager (AEM)
• Technical troubleshooting
• Customer support
• Incident management

Qualification: Bachelor's or Master's degree in Computer Science

Experience

• 23 years
• 3–5 years

Candidates should have strong technical troubleshooting, customer communication, problem-solving, and incident-management skills.