- 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 current 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