Acquia is the open digital experience company. We provide the world's most ambitious brands with products built around Drupal to allow them to embrace innovation and create customer moments that matter. At Acquia, we believe in the power of community and collaboration — giving our customers and partners the freedom to build tomorrow on their terms.
Headquartered in the U.S., we have been named one of North America’s fastest growing software companies by Deloitte and Inc. Magazine, rated a leader by the analyst community, and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future and we want you to be a part of it!
WHAT DO WE DO...
Work with a broad customer base consisting of non-profits, educational institutions, governmental bodies, and Fortune 500 companies around the world.
Use advanced problem-solving methodology to resolve sophisticated challenges in real time across a number of technical domains.
Collaborate across our Global Support organisation (5 offices) and other internal teams to provide the best possible outcomes to meet client needs.
Use our experience to build state of the art support tools and develop/improve processes toward driving ticket deflection
What will you do?
Interact directly with customers to isolate, reproduce, troubleshoot and resolve data and product interface problems
Use problem-solving, critical-thinking and multi-tasking skills to maximize productivity and efficiency
Maintain a detailed understanding of product architecture, technical components and application functionality
Use troubleshooting experience to create and update our team Knowledge-base articles, Troubleshooting Guides, FAQ’s, and other related support collateral.
Ability to mentor and display leadership and ownership of issues
1-3 yrs of experience in SQL, TSql, PL/SQL or similar database infrastructure
Familiarity with HTML, CSS, JS and other web technologies, MTA, SMTP, etc.
Strong written and verbal communication skills with experience communicating at all levels of client organizations.
Ability to function and thrive in a team environment with an appreciation of aggressive goals
Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to disaggregate issues and identify root causes.
Bachelor's degree in information technology, computer science or a related field
Experience in a SaaS environment is a plus
Experience with Drupal or other CMS is a plus
Ready to work in US (East) Shift hours
Why Acquia Support?
A genuinely fun place to work. We're a tight-knit team with a lot of energy and opportunities to work collaboratively with others, both in Support and across Acquia as a whole to improve our offerings and customer experiences.
We're not a call centre. Acquia is looking for engineers, not someone to just answer the phone. We provide opportunities to constantly learn and grow your technical skills while solving sophisticated challenges involving cloud technology.
When we say work/life balance, we mean it. Paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.
Other Skills and Abilities:
Demonstrates a clear sense of their role, responsibilities, and purpose within a globally inclusive working team.
Adopts a team approach, acknowledging and appreciating efforts, contributions, and compromises. Recognises the common purpose of the team and respects team decisions.
Demonstrates integrity by aligning Acquia's values with behaviours.
Demonstrates that they are more concerned with doing the right thing than being right. Acts courageously and does the right thing, even when it's hard to do.
Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.