Technical Team Lead

Key Responsibilities:

• First point of contact for customer concerns relating to technical issues with the Magento E commerce application
• Act as a customer champion and communicate their needs to internal product and engineering groups
• Provide timely response resolution to technical product and cloud infrastructure inquires
• Provides resolutions within established Service Level Agreement Guidelines
• Trouble shoot qualify cases before advancing it to engineering
• Answer questions regarding product functionality and usage
• Work high priority technical incidents and critical outages
• Product content creation KB articles white papers forum participation
• Provide knowledge transfer sessions to help reduce critical issues into Adobe
• Provide customer support and troubleshoot customer reported complex issues such as JVM Heap Dump Analysis Thread Dump Analysis and Performance issues for AEM
• Troubleshoot validate and report customer submitted bug reports
• Provide Support Fix to customer for AEM if changes are trivial
• Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
• 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
• Participate in department team meetings
• Assist in special projects and other duties as assigned

Preferred Skills:

Technology->Java->Java - ALL,Technology->Content Management->Opentext CMS,Technology->Open System->Linux