Technical Support Consultant 3

Technical Support Consultant 3
9+ Months W2 Contract
Lehi, UT

The Challenge:
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.

What you'll do:

• 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

What you'll need:

• 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.
• 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