AEM Architect

Professional Services San Antonio, Texas Remote, United States



Rackspace AEM Architects are the final authority and represent the highest level of knowledge for our AEM support offering.  They are responsible for providing deep application support and advisory services for Adobe Experience Manager application platforms and associated technologies. AEM Architects work closely with Rackers, customers, and systems integrators to provide a seamless and customized design, architecture, and support experience. Architects advise engineers and will directly engage to resolve customer issues, manage ongoing technical projects, and guide our Digital Systems Engineers, who assist in implementing the standards and solutions.


The AEM Architect will review and determine customer configurations through all phases of the customer lifecycle including initial design, implementation, performance tuning, and security hardening. In addition, this role will advise and guide the Digital Systems Engineers in developing automation in an effort to provide scalable and repeatable solutions for application installation and customer deployments. Acting as a partner to our customers and internal teams, the AEM Architect is responsible for creating customer loyalty through extensive knowledge in application and infrastructure performance tuning, and by working with internal teams to deliver a comprehensive, consistent and Fanatical customer experience.


The AEM Architect is also responsible for the additional responsibilities of representing Rackspace in product meetings and to third party vendors, and in mentoring and developing AEM Engineers as well Application Support Engineers. The AEM Architect will be the final point of escalation for resolving complex customer issues, help facilitate OS-specific meetings and training sessions for knowledge sharing, oversee long-running projects for internal and external customers, and drive the technical development of team members.





Key Accountabilities


  • Act as the technical thought leader for the AEM platform on all service and support decisions
  • Participates in the evaluations, recommendation, and selection of hardware and software solutions. 
  • Provide the deepest level of application support and knowledge
  • Proven ability to advise and guide solution discussions for large scale customer facing internet applications. 
  • Design, develop, test, and implement new configurations, architectures, and standards
  • Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
  • Performs project management of estimating, scheduling, and monitoring tasks to ensure timelines are met
  • Assist customers and internal teams to automate processes and incorporate best practices & methodologies
  • Provide leadership and guidance when customer downtime issues arise and provide RCA support as requested
  • Model the highest level of ownership on customer issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email
  • Responsible for the technical development of peers
  • Manage long-running and complex projects for internal and external customers
  • Ability to work with onsite and remote development teams on the deployment of web-based applications
  • Assists the engineer with tuning when appropriate




Key Performance Indicators


  • Customer/Internal Feedback (delivered via Unsat Ratings and/or email & phone)
  • Stability and performance of customer applications, as relates to customer uptime, using internal monitoring tools
  • Customer retention and growth as a result of consistently delivering high levels of service & support around customer application stability
  • On-time and accurate completion of assigned projects








MAIN CONTACTS (external/internal):




Customers (phone and ticketing system)


To resolve issues, provide guidance, and receive feedback regarding ongoing  projects or issues

Team Members


Providing recommendations and assistance on customer issues, and knowledge sharing, teamwork, mentoring within team

Other departments


Active role in issue resolution, process change and improvement, contributing to the success of the business

Internal Product Team

As Needed

Advising, determining feasibility of, and integrating potential products

Third Party Vendors

As Needed

Product evaluations, representing Rackspace in phone and face to face meetings




Level-appropriate knowledge of and/or professional experience with:


  • Advanced working knowledge of the AEM product stack
  • Strong understanding of AEM components including CRX2, CRX3 (Oak), Apache Sling, OSGi, TarPM, TarMK and MongoMK
  • Mastery of requirements gathering and system architecture for Enterprise scale customer solutions
  • Deep knowledge and applied experience in cloud deployments and architectures with a heavy focus on the AWS platform. Azure and GCP a plus
  • Experience in troubleshooting web applications, determining the source of an issue and quick resolution
  • Strong understanding of related software, including Apache webserver, SOLR, MongoDB
  • Strong understanding of Linux based distributions (RHEL and CentOS a plus)
  • Advanced knowledge of system architecture, system sizing, in VMware and cloud platforms
  • Experience with Ansible/AWX or another automation platform
  • Experience with monitoring or application Performance Monitoring software such as New Relic or AppDynamics
  • Experience with the daily operations of web sites and web content management systems
  • Experience using Source control systems such as Git, Subversion, or TFS
  • Experience with continuous integration and deployment techniques used for AEM such as Jenkins and Chef
  • Experience with web development technologies such as Java, JSP, HTML, JS, CSS and AJAX.
  • Experience with AEM Forms and Communities a plus
  • Experience with migrating and upgrading AEM a plus



  • Operates independently with latitude for judgment and independent decision-making.
  • High School Diploma Required.
  • Bachelor’s degree in CS or IS preferred
  • 5-8 years of experience in supporting platforms technologies leveraging Java and running on Linux OS, and application servers.
  • Mastery of basic networking concepts, operational support, hands-on implementation and configuration of AEM is required.
  • May require long periods sitting and viewing a computer monitor. Moderate levels of stress may occur at times. No special physical demands required. Occasional domestic travel, less than 10%


About Rackspace
We accelerate the value of the cloud during every phase of digital transformation. By managing apps, data, security and multiple clouds, we are the best choice to help customers get to the cloud, innovate with new technologies and maximize their IT investments. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. Join us on our mission to build the world’s best technology services company.

More on Rackspace
Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.