Roles & 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 recent 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
Educational RequirementGraduate
Preferred SkillsTechnology->Java->Java - ALL,Technology->Content Management->Opentext CMS,Technology->Open System->Linux
Service LineBPO COO Office

📌 Technical Team Lead Bengaluru (India)
🏢 Infosys BPM
📍 India