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About Acquia

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 is a Great Place to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!

You’re someone who demonstrates…

• Passion for the web, open-source, and genuinely helping others
• A core understanding of your role, responsibilities, and the common purpose of the team within the company
• A teamwork mindset: Acknowledging and appreciating others’ efforts, contributions, and compromises is a priority for you. You have respect for team decisions.
• Courage: You care more about doing the right thing, even when it’s hard, than being right.
• Integrity: Acquia's core values and behaviors are aligned with yours

What you’ll be doing…

• Assisting customers by addressing and resolving their data and/or product interface challenges
• Using your problem-solving, critical thinking, and multitasking skills to provide a world-class support experience
• Creating and updating team Knowledge-Base articles, Troubleshooting Guides, FAQ’s, and other support-related collateral
• Maintaining a detailed understanding of our product architecture, technical components, and application functionality
• Developing leadership skills through your curiosity, ownership of issues, mentoring, and courage to challenge the status quo

Requirements

• Education: Bachelor’s degree preferred, ideally in Computer Science, Information Technology or Systems, or a related field
• Experience: Minimum of 3 years in a technical support organization or similar

• Exposure to SaaS products, cloud technologies, and technical troubleshooting is a plus

• Technical Skills: Clear understanding of the LAMP stack and comfortable using the command line / bash

• Experience in site development, PHP development, and/or demonstrable Drupal 7/10 skills is a plus

• Communication Skills: Strong ability to convey information clearly, both written and verbal, to a variety of audiences, ie. technical and non-technical customers

• Interpersonal Skills: Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions
• Problem Solving: Strong analytical and problem-solving skills, with a customer-centric approach
• Tools: Familiarity with support ticketing systems, CRM software, and other relevant tools

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 to improve our offerings and customer experiences.We're not a call center. 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.

Acquia is proud to provide best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!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.