Associate Support Engineer

Job Description

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia has been named a top software company by The Software Report, rated a leader by the analyst community, and named a top place to work by the Boston Globe and the Boston Business Journal. We are Acquia. We are building for the future and we want you to be a part of it!

Introduction:

Acquia is looking for customer support experts and technical advisors to join our Support Engineering team to help us provide exceptional service to our growing customer base, from Fortune 500 clients to Government agencies. Acquia Support is a high-energy team that offers opportunities for growth and new challenges in a collaborative, supportive atmosphere – we’re dedicated and fun!

Summary:

We need smart, focused and determined individuals who have a proven ability to listen, read between the lines, and diagnose and solve problems efficiently. You get to advise Acquia customers on how to get the most from Acquia products and guide them through issues from site launches to "there's a module for that" scenarios. You’ll be part of a close-knit, tenured team of professionals helping customers all over the globe overcome obstacles and resolve issues related to their websites. It’ll be important to develop and maintain excellent customer relationships, work with Acquia’s team of top Drupalists to consult or resolve issues, and contribute to making Acquia and Drupal even more awesome. Maybe even inspire a little crazy!

Requirements:

• Experience with Linux - Command Line and Git is important
• Conversational understanding of LAMP and/or IIS/SQL, network protocol layers, security layers and domain models
• Site development and/or PHP development
• Passion for the web, open-source development, particularly Drupal, and for helping us continue to build our community and Acquia as a whole
• Excellent interpersonal and communication skills
• Drupal experience is a strong plus

Skills and Attributes:

• 0-3 years of experience in technical customer support or a client engagement position
• A compulsion for creating order out of chaos, and a penchant for turning over all the rocks and resolving issues thoroughly (i.e., code for being proactive and detail-oriented)
• Aptitude for building, configuring, and troubleshooting a variety of challenging technical issues for a diverse enterprise customer base
• Strives to consistently achieve excellence in work delivered
• Performs with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work. Constantly questions: “How will this benefit the customer?”
• Goes beyond their day-to-day work to assist customers in a positive manner. Takes initiative to improve outcomes, processes, or measurements.
• Takes on additional responsibilities fills in gaps. Owns deliverables, accountable for results. Recognizing when it's appropriate to jump in and own it, and also when to provide support and collaboration.
• Bachelor's Degree in Computer Science or related discipline is a plus, though relevant experience on the job is just fine

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.