Role Descriptions: L2 AEM Support Engineer (Triage & Observability)Position SummaryThe L2 AEM Support Engineer is part of the production support team responsible for the stability| performance| and availability of Adobe Experience Manager (AEM)-based multi-brand eCommerce websites and related experiences.This is a Level 2 support role focused on triage| troubleshooting| and analysis not code changes or feature development. The engineer uses AEM consoles| browser dev tools| Splunk| New Relic| Adobe Target UI| and AI assistants (Claude| ChatGPT) to investigate issues and provide clear| actionable findings to L3/engineering teams.The ideal candidate has hands-on experience supporting AEM-based websites| understands how content and configurations impact user experience| and is comfortable working in a fast-paced| always-on eCommerce environment with executive-level visibility into platform health.Key ResponsibilitiesIncident Triage & L2 SupportServe as the L2 point of contact for incidents and service requests related to AEM Sites| AEM Assets| Adobe Target activities| and related integrations.Validate| categorize| and prioritize incoming tickets; confirm impact across pages| journeys| brands| geographies| and devices.Perform initial triage and troubleshooting| including:Reviewing AEM error logs and author/publish statusChecking dispatcher/CDN behavior and cache-related symptomsValidating configuration and content changes with authors and business usersEscalate to L3/engineering with complete details| logs| and steps to reproduce.Technical Troubleshooting & AnalysisUse Splunk| New Relic| AEM logs| and browser developer tools to:Investigate errors| timeouts| broken experiences| and performance degradationsCorrelate user-reported issues with application or infrastructure signalsLeverage AI tools (Claude| ChatGPT) to:Summarize and interpret complex logs or stack tracesIdentify patterns across recurring incidentsGenerate potential root-cause hypotheses and troubleshooting pathsAnalyze issues involving:AEM components| templates| pages| workflows| and content authoring flowsAEM Assets/DAM (broken images| renditions| asset permissions)Adobe Target activities and client-side behavior (experiences not firing| audience mismatches)Collaboration with L3| Product & Business TeamsProvide L3 support/engineering teams with detailed incident descriptions| impact analysis| steps to reproduce| screenshots| and log extracts.Partner with content authors and marketing teams to diagnose content and publishing issues| validate fixes| and confirm user experience.Monitoring| Observability & RunbooksMonitor health dashboards and alerts (Splunk| New Relic| AEM consoles) and proactively identify anomalies.Maintain and refine runbooks| knowledge base articles| and standard operating procedures for common incident types.Suggest improvements to alerts| dashboards| and thresholds based on recurring issues and historical trends.Qualifications & SkillsExperience36 ye
Essential Skills: L2 AEM Support Engineer (Triage & Observability)Position SummaryThe L2 AEM Support Engineer is part of the production support team responsible for the stability| performance| and availability of Adobe Experience Manager (AEM)-based multi-brand eCommerce websites and related experiences.This is a Level 2 support role focused on triage| troubleshooting| and analysis not code changes or feature development. The engineer uses AEM consoles| browser dev tools| Splunk| New Relic| Adobe Target UI| and AI assistants (Claude| ChatGPT) to investigate issues and provide clear| actionable findings to L3/engineering teams.The ideal candidate has hands-on experience supporting AEM-based websites| understands how content and configurations impact user experience| and is comfortable working in a fast-paced| always-on eCommerce environment with executive-level visibility into platform health.Key ResponsibilitiesIncident Triage & L2 SupportServe as the L2 point of contact for incidents and service requ
Benefits:
- Health insurance
- Internet reimbursement
- Life insurance
- Provident Fund
Experience:
- Splunk: 5 years (Preferred)
- New Relic: 5 years (Preferred)
- AEM: 6 years (Preferred)
Work Location: Hybrid remote in Bangalore City, Bengaluru, Karnataka
