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Support Engineer | Acquia

kgale's picture
Submitted by kgale on Tue, 2009-09-22 14:35
· · ·
Employment type: 
Full time
Telecommute: 
Not allowed

Who are we looking for?

We're looking for Drupal experts to join our 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 and an astute diagnostic mind coupled with warm people skills -- “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 compassion and 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. If these things set you apart from your peers, then we invite you to join us in helping Drupal customers all over the globe overcome obstacles and be heroes to their organizations.

This position is available at Acquia's HQ in Woburn, MA (north shore of Boston).

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 systematic - 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

  • 4 yrs experience installing, configuring, maintaining and troubleshooting apps on some *NIX OS
  • 2 yrs experience working with Apache, MySQL, PHP, (LAMP/XAMP/MAMP stack)
  • 2 yrs. of obsessive experience with building, configuring, and troubleshooting a variety of Drupal site recipes (multimedia, social networking, brochure sites, and so forth)
  • Understanding of network protocol layers, security layers and domain models

Desired Technical Skills - Preferred candidates will also have:

  • Experience installing, configuring, maintaining and troubleshooting apps on Windows desktop and server platforms.
  • Experience installing, configuring and troubleshooting MS IIs
  • Multi-lingual in either French, Spanish, or German.

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.

    • Apply here.

Groups:
Boston