Vercel Platform Support Engineer

• New platform - Vercel - is entering the Adobe Platform Services portfolio. Provide operational support for Adobe Experience Manager (AEM) as a Cloud Service platforms, including Author, Publish, Dispatcher, CDN, and supporting integrations.
• Monitor platform health, system performance, application availability, and service reliability using enterprise monitoring and alerting tools.
• Troubleshoot and resolve production incidents, platform issues, deployment failures, and integration problems in partnership with development, infrastructure, Adobe, and vendor support teams.
• Manage and support CI/CD deployment pipelines, release activities, environment promotions, and application configuration changes.
• Coordinate incident, problem, and root cause analysis (RCA) activities to identify recurring issues and implement preventive solutions.
• Support platform security, access management, certificate renewals, and compliance activities in accordance with enterprise standards.
• Maintain and optimize integrations between AEM and connected enterprise systems, including DAM, Workfront, Azure services, Akamai/CDN, publishing partners, and other digital marketing platforms.
• Perform environment administration activities including user management, permissions, workflow support, replication monitoring, and configuration management.
• Collaborate with application development teams to ensure platform stability, scalability, performance optimization, and adherence to architecture standards.
• Participate in on-call support, major incident response, and disaster recovery planning and testing activities.
• Create and maintain operational procedures, support documentation, knowledge articles, and platform runbooks.
• Evaluate platform enhancements, Adobe releases, and feature updates; recommend adoption strategies and implementation plans.
• Support capacity planning, performance tuning, and platform roadmap initiatives to ensure reliable service delivery.
• Partner with product owners, business stakeholders, and technical teams to prioritize platform improvements and support requests.
• Lead continuous improvement initiatives focused on operational excellence, automation, service reliability, and reduction of technical debt.

Position's Contributions to Work Group:

• This is net-new to the team. Neither has a defined service owner, documented processes, control mappings, support model, or trained staff today.
• The Vercel Platform Support Engineer is responsible for the operational support, administration, reliability, and continuous improvement of the Vercel hosting platform used for enterprise web applications.
• This role partners with development teams, product owners, architects, security teams, and external vendors to ensure high availability, performance, security, and scalability of applications hosted on Vercel.
• The engineer will provide platform governance, incident management, deployment support, monitoring, user access administration, and technical consultation for teams building modern web applications using Next.js, React, APIs, and cloud-native architectures.
• This is arriving on top of an existing portfolio (Adobe Platform, AEM Sites, AEM Assets, Target, Workfront, Akamai) that the team already runs at capacity. To bring this platform online securely, compliantly, and as repeatable service offerings - not as ad-hoc tool dependent on individual heroics.
• Their mandate is to stand each platform up to Level 3 (Defined) maturity against our published Service Maturity Model, complete all 21 required service-offering artifacts, evidence Client General Control (ITGC) and Security Directive alignment, train the existing team, and establish proactive operational processes before these platforms carry production, customer-facing traffic.

Interaction with team:

• Working with PO, team of 6-7 of platform engineers ( various levels), also working with other support teams ( level 1 or level 2 )

• Degree is required with 5-7+ years experience

Required Technical Skills:

• 5+ years maintaining AM platform
• Demonstrates expertise supporting AEM as a Cloud Service environments and associated digital experience platforms.
• Leads incident resolution, root cause analysis, and service restoration efforts for critical business applications.
• Applies platform monitoring, observability, and automation techniques to improve service reliability.
• Possesses strong knowledge of AEM architecture, Dispatcher/CDN configurations, cloud deployments, and enterprise integrations.
• Leads incident resolution, root cause analysis, and service restoration efforts for critical business applications.
• Applies platform monitoring, observability, and automation techniques to improve service reliability.
• Possesses strong knowledge of AEM architecture, Dispatcher/CDN configurations, cloud deployments, and enterprise integrations.
• Experience in providing platform governance, incident management, deployment support, monitoring, user access administration, and technical consultation for teams building modern web applications using Next.js, React, APIs, and cloud-native architectures.

Disqualifiers/Red Flags/Overqualifications:

• Consistent job hopping/ choppy tenure
• If candidate is not local but open to relocation on their dime and being there in office day 1, please make that clear on the resume.