Adobe AEP/AJO Production Support Engineer

About the role

Monitor the performance and health of Adobe Journey Optimizer (AJO) and Adobe Experience Platform (AEP) 24x7. Ensure optimal system functioning and adherence to defined SLAs.

Responsibilities

• Identify and resolve AJO and AEP issues, including:
  • System errors
  • Data discrepancies
  • Integration problems
• Provide technical support to development teams and business stakeholders across multiple lines of business. Answer technical queries. Troubleshoot problems. Provide guidance on system usage and best practices.
• Manage and resolve AJO and AEP incidents. Ensure timely resolution and minimize impact on users and business operations.
• Maintain accurate documentation for AJO and AEP processes. Create and maintain:
  • Standard Operating Procedures (SOPs)
  • Troubleshooting guides
  • Knowledge base articles
• Collaborate with cross-functional teams, including:
  • Marketing
  • Data
  • IT
• Support deployment activities. Participate in pre-deployment knowledge-transfer (KT) sessions. Review:
  • Design documents
  • Inventory
  • Go-live checklists
• Willingness to work in a 24x7 shift rotation. Provide round-the-clock support coverage.

Requirements

• Bachelor’s degree in:
  • Computer Science
  • Information Technology
  • Related field
• Minimum 4 years of experience with:
  • Adobe Journey Optimizer (AJO)
  • Adobe Experience Platform (AEP)
• Minimum 2 years of experience in:
  • Application support
  • Monitoring
  • Related support roles
• Strong analytical and problem-solving skills
• Ability to troubleshoot AJO and AEP issues
• Excellent written and verbal communication skills
• Ability to explain technical concepts effectively
• Strong collaboration and stakeholder coordination skills
• Strong documentation skills
• Ability to maintain accurate records of:
  • Processes
  • Troubleshooting steps
  • Knowledge base articles

Skills

• Marketing process expertise
• Ability to define and prioritize Marketing AI roadmaps
• Automation and GenAI strategy expertise
• Familiarity with the Adobe ecosystem stack, including:
  • Adobe Experience Platform (AEP)
  • Adobe Experience Manager (AEM)
  • Adobe Journey Optimizer (AJO)
  • Adobe Offer Decisioning
  • Adobe Customer Journey Analytics (CJA)
  • Adobe Campaign
  • Adobe Workfront
  • Adobe Marketo
  • Adobe Analytics
  • Adobe GenStudio
• Marketing architecture and integration familiarity, including:
  • Data warehouses
  • External data feeds
  • Marketing data and process workflow expertise
• Marketing analytics, data science, and predictive model familiarity
• Real-time customer data profile and identity resolution familiarity
• Customer identification and engagement expertise
• Customer profiling, segmentation, and orchestration across channels and timing
• Marketing content supply chain expertise
• Content validation skills
• Strong consulting skills
• Strong stakeholder management skills
• Excellent executive communication skills
• Experience leading enterprise-scale customer experience, data, and personalization transformations
• Ability to bridge:
  • Business strategy
  • Marketing objectives
  • Technology execution
• Ability to drive measurable business outcomes