Drupal Technical Support | Acquia, Inc, commercially supported Drupal Distribution

Who are we looking for?

We're looking for Drupal experts to join our immediate or extended support team of “ninjas” who share an obsession about helping customers overcome roadblocks to make Drupal rock. The right fit is someone with mad Drupal skills along with that rare combination of an astute diagnostic mind coupled with warm people skills and a drive to stay focused on a customer problem until it is resolved -- “Support DNA”, we like to call it. Some have it, some don’t.

You know who you are. You can’t help but to help. You have an uncanny ability to hear what’s not being said, to read between the lines, to connect the dots, and to see the unseen from afar. You know how to meet customers exactly where they are, then you know how to lead them out of the woods with respect. You resolve issues using your smarts, obsessive curiosity, and sheer determination. Best of all, you get a kick out of nailing the tough ones and sharing what you’ve discovered with others who need to know. If these things set you apart, then we invite you to apply. Join us to help Acquia Drupal customers all over the globe overcome obstacles and deliver on their promises.

Varying relationships are possible - from full or part-time employee to contracted Acquia authorized ninja at large.

Essential Characteristics

* A passion for helping people who happen to also be customers.
* An incessant curiosity about how software works, and how it doesn’t.
* Comfort with ambiguity and complexity.
  A compulsion for creating order out of chaos.
* You’re a puzzle-doer.
  Highly effective troubleshooting methodologies - whether intuitive or explicit - it doesn’t matter as long as it works for you.
* Exceptional verbal and written communication skills. It’s a multi-media, multi-channel world after all.
* An ability to work both independently and collaboratively.
* A penchant for turning over all the rocks and resolving issues thoroughly.

Essential Technical Skills

* 2 yrs. of obsessive experience building, configuring, and troubleshooting Drupal sites.
* 2 yrs. of obsessive experience with key Drupal modules and a variety of site recipes (multimedia, social networking, brochure sites, and so forth)
* A Drupal.org profile that shows your involvement in the support forums and issue queues.
* 2 yrs experience installing and configuring Apache, MySSQL, PHP, (LAMP/XAMP/MAMP stack) , Javascript, XML, FTP
* 5 yrs experience installing, configuring, maintaining and troubleshooting apps in at least one of Linux or other UNIX operating systems, Windows, or OS X with a good basic understanding of the others.
* Ability to trace and debug Web applications
* Perform analysis and tune operating system and web technology performance
* Understanding of network protocol layers, security layers and domain models

Job Responsibilities

* Interact directly with our customers and partners to resolve technical issues in a timely manner
* Take full ownership of issues and be responsible for all communications needed to develop and maintain excellent customer relationships.
* Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions.Train and be trained.
* Faithfully track and record customer interactions.
* Contribute to, and help maintain, the Acquia knowledge base.
* Contribute to the continuous improvement of our support services and related infrastructure.
* Work with peers, QA and Engineering as needed to identify and report defects, find fixes or workarounds, and validate enhancement requests.
* Know when to escalate or notify management of important issues.
* Work with internal customers such as Sales and Professional Services to insure customer needs are met and growth opportunities are maximized.

Since ninjas have an uncanny ability to hide in plain sight, we're prepared to pay a bounty to find the best. Be the first to refer someone who makes the cut, and is still jamming after three months, and we'll gladly mail you a check for $1,000 to $2,500 depending on the situation. See the bounty rules on our posting for details.

Relationships can vary, but "fit" is key. So who's right for this? See our candidate posting for specifics.