We are looking for an experienced L2 Support Engineer to provide advanced technical support for Adobe customer applications within the Adobe Experience Cloud ecosystem (AEM, Marketo, Adobe Commerce Cloud).
In this role, you will handle incidents escalated from L1 that require deeper technical analysis, system-level troubleshooting, and cross-team collaboration.
You will work closely with customers, Adobe Support, Engineering, and Infrastructure teams to ensure high service quality, system stability, and continuous improvement. The ideal candidate combines strong technical depth with excellent communication skills and a customer-first mindset.
Willingness to work in a three-shift system (including night shifts).
Your tasks
- Providing advanced L2 technical support for Adobe Experience Cloud applications (AEM, Marketo, Adobe Commerce Cloud)
- Performing in-depth troubleshooting of application, configuration, architecture, and integration issues
- Analyzing logs, heap dumps, thread dumps, and overall system behavior to diagnose complex issues
- Resolving functional defects and non-standard technical problems
- Implementing configuration changes in line with defined change management procedures
- Conducting root cause analysis (RCA) and implementing preventive measures
- Identifying vulnerabilities and recommending patching or upgrade actions
- Supporting incidents, releases, and post-deployment stabilization activities
- Collaborating with Adobe Support, Engineering, Product Management, and Infrastructure teams
- Acting as a customer advocate and ensuring high customer satisfaction (meeting SLA & CSAT targets)
- Managing support tickets through portals and case tracking systems
- Contributing to knowledge base documentation and sharing best practices
- Assisting in testing new and enhanced product features
Requirements
- At least 3 years of experience in enterprise software or SaaS application support (L2 level)
- Strong expertise in Java/J2EE (including garbage collection tuning, heap/thread dump analysis)
- Solid understanding of Web technologies (HTML, JavaScript, CSS, XML)
- Previous work with SQL and database troubleshooting
- Knowledge of Linux/Unix/Windows operating systems
- Understanding of large-scale architecture, performance optimization, and caching strategies
- Experience supporting Marketing Automation / CRM / Digital platforms is an advantage
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple priorities and work under pressure
- Customer-focused mindset with strong stakeholder management skills
- Knowledge of Networking fundamentals (TCP/IP, DNS)
Job no. 260213-H792B
Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.
Benefits For You
Diverse portfolio of clients
Wide portfolio of technologies
Employment stability
Remote work opportunities
Contracts with the biggest brands
Great Place to Work Europe
Many experts you can learn from
Open and accessible management team
