Technical Leadership
• Provide leadership and guidance for complex technical issues involving:
o Adobe Experience Manager (AEM)
o Adobe Commerce (Magento)
o Content Management Systems (CMS)
o Cloud Infrastructure
o Enterprise Web Applications
o Performance Engineering
o Database Technologies
o Integrations and Migrations
• Review and guide troubleshooting efforts involving:
o JVM Performance Tuning
o Heap Dump Analysis
o Thread Dump Analysis
o Web Application Performance
o Database Performance Issues
o Infrastructure Challenges
o Security Vulnerabilities
• Partner with Engineering and Product teams to resolve product defects and drive permanent corrective actions.
Cross-Functional Collaboration
• Collaborate with Product Management, Engineering, Cloud Operations, Customer Success, and Professional Services teams.
• Influence product improvements by sharing customer feedback, recurring issues, and enhancement opportunities.
• Participate in strategic initiatives, product readiness programs, and support transformation efforts.
• Drive alignment across global teams to improve customer outcomes and operational efficiency.
Knowledge Management & Continuous Improvement
• Drive creation and maintenance of knowledge articles, troubleshooting guides, runbooks, and operational documentation.
• Lead root cause analysis (RCA) reviews for critical incidents and recurring issues.
• Identify opportunities for automation, process optimization, and service innovation.
• Promote a knowledge-sharing culture to improve first-contact resolution and reduce escalations.
Required Qualifications
Education
• Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
Experience- 7-12 years of experience in enterprise software support, cloud operations, technical services, or customer support organizations.
• Minimum 2 years of experience leading technical support or customer-facing engineering teams.
• Experience supporting enterprise SaaS, cloud, CMS, or e-commerce platforms.
• Proven experience managing customer escalations and service-critical incidents.
Technical Expertise
Strong understanding of:
• Adobe Experience Manager (AEM)
• Adobe Commerce / Magento
• Java / J2EE Technologies
• REST APIs and Web Services
• HTML, CSS, JavaScript, AJAX
• Apache, NGINX, IIS
• Linux and Unix Operating Systems
• MySQL and Relational Databases
• Redis, CDN, DNS and SSL
• Cloud Hosting Platforms and SaaS Architectures
• Enterprise Web Application Architecture
• Application Performance and Monitoring Tools
Preferred knowledge of:
• JVM Tuning
• Heap & Thread Dump Analysis
• Security and Vulnerability Management
• Infrastructure Troubleshooting
• System Integrations and Migration Projects
• Cloud-Native Technologies
Leadership Competencies
• Customer First Mindset
• Strong People Leadership and Coaching Skills
• Executive Presence and Stakeholder Management
• Strategic Thinking and Problem Solving
• Data-Driven Decision Making
• Continuous Improvement Orientation
• Conflict Resolution and Negotiation Skills
• Ability to Lead During Ambiguity and Critical Situations
• Excellent Communication and Presentation Skills
Success Metrics
Success in this role will be measured through:
• Customer Satisfaction (CSAT)
• SLA Performance
• Escalation Reduction
• Incident Resolution Effectiveness
• Team Engagement & Retention
• Quality and Compliance Scores
• Backlog Management
• Operational Efficiency Improvements
• Knowledge Management Contributions
• Talent Development and Leadership Effectiveness