Aem Support Specialist

Software Guidance & Assistance, Inc., (SGA), is searching for a AEM Support Specialist for a Contract assignment with one of our premier SaaS clients in Lehi, UT .

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
• Provide resolution results within established Service Level Agreement Guidelines
• Awareness of customer business priorities & key events
• Proactive Issue Status updates to customers and required parties
• Record and document all issues related to customers within established process guidelines
• Trouble-shoot/qualify cases before advancing it to Product and Engineering teams
• 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
• Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product.
• Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
• Educating customers on specific product functionality required to resolve their issues.
• Working cooperatively with other Technical Support team members and members of otherteams such as consulting services, Engineering, technical operations, and deliverability.

Required Skills :

• Strong Technical knowledge of J2EE application servers, databases, and LDAP server technology
• Java Development Experience
• Experience with ActionScript, JavaScript, HTML5, XHTML, HTML, CSS, Flash/Flex, SOAP, XML
• Windows/Linux server knowledge
• Site performance tuning and optimization
• Analyzing / Debugging of customer code
• Knowledge at API level of 3rd party applications
• Bachelors Degree or equivalent experience.
• 2+ years experience with AEM
• 3+ 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.

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at https://sgainc.com .

EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.