Senior Engineer, Product Support (AEM Role) IRC257570

Description

This role focuses on delivering exceptional customer support and ensuring high levels of customer satisfaction and retention. The candidate will act as a customer advocate, troubleshoot technical issues, and collaborate with engineering and product teams to enhance user experience. Responsibilities include managing and resolving incidents, testing product features, and assisting customers in effectively using Adobe Experience Manager (AEM). Strong communication skills and a customer-centric approach are essential.

Requirements

• Bachelor’s or Master’s degree in Computer Science.
• 2–4 years of experience in Web technologies and/or Enterprise Content Management Systems (ECMS).
• Strong knowledge on :Java/J2EE JavaScript, CMS platforms, and website architecture
Experienced in HTML, DHTML, CSS, XML, AJAX, JQuery
• Web servers such as Apache and IIS
• Familiarity with multiple operating systems: Windows, UNIX, Linux, Solaris
• Conceptual understanding of large-scale architecture and performance factors like caching.
• Proficiency in RCA (Root Cause Analysis) and implementing corrective measures to prevent recurrence.
• Awareness of security vulnerabilities and patching/upgrading systems accordingly.
• Excellent communication skills (oral & written) – capable of explaining technical solutions in business terms.
• Strong listening and Q&A skills for effective problem-solving and customer interaction.

Job responsibilities

• Drive measurable improvements in customer satisfaction, leading to increased customer loyalty and retention.
• Provide technical support to customers via telephone and support portals.
• Serve as a customer advocate, ensuring all customer feedback is acknowledged and addressed.
• Collaborate with engineering and product management teams to communicate customer needs and influence future product development.
• Respond to customer concerns and queries—both minor and critical—in a timely and effective manner.
• Understand the real-world business impact of technical issues and defects faced by customers.
• Participate in the testing and validation of new and enhanced product features.
• Manage customer-reported incidents professionally and resolve them within defined timelines.
• Accurately record and maintain incident logs in line with departmental standards.
• Troubleshoot, validate, and escalate customer-submitted bug reports as needed.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.