Dxp Support Engineer

Summary

Join Acquia as a DXP Support Engineer (Tier 2 - Drupal Cloud) and contribute to a world-class support experience for our customers. You will assist customers with data and product interface challenges, leverage your problem-solving skills, and create and update support documentation. This role requires a minimum of 3 years in technical support, a strong understanding of the LAMP stack, and excellent communication skills. Acquia offers a fun and collaborative work environment, opportunities for professional growth, and a focus on work-life balance, including paid quarterly on-call and a liberal vacation policy.

Requirements

• Bachelor’s degree preferred, ideally in Computer Science, Information Technology or Systems, or a related field
• Minimum of 3 years in a technical support organization or similar
• Clear understanding of the LAMP stack and comfortable using the command line / bash
• Strong ability to convey information clearly, both written and verbal, to a variety of audiences, ie. technical and non-technical customers
• Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions
• Strong analytical and problem-solving skills, with a customer-centric approach
• Familiarity with support ticketing systems, CRM software, and other relevant tools

Responsibilities

• 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

Preferred Qualifications

• Exposure to SaaS products, cloud technologies, and technical troubleshooting
• Experience in site development, PHP development, and/or demonstrable Drupal 7/10 skills

Benefits

• Paid quarterly on-call
• Liberal vacation policy