Manager, DXP Support

Summary

Join Acquia's team as a Manager of DXP Support, working remotely from India. You will lead and mentor a team of technical support engineers, ensuring high performance and professional growth. Responsibilities include overseeing customer issue resolution, performance monitoring, process improvement, training, escalation management, and reporting. This role requires a Bachelor's degree, 8-11 years in technical support (with at least 2 years in management), and strong technical, leadership, and communication skills. Acquia offers a fun, collaborative work environment, opportunities for professional growth, and a competitive benefits package including healthcare, wellness programs, flexible time off, and parental leave.

Requirements

• Bachelor’s degree in Computer Science, Information Technology or Systems, or a related field
• Minimum of 8-11 years in technical support, with at least 2 years in a managerial or supervisory role
• Strong understanding of SaaS products, Cloud Technologies, and technical troubleshooting
• Proven ability to lead, motivate, and develop a high-performing team
• Excellent ability to convey information clearly, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers
• Strong analytical and problem-solving skills, with a customer-centric approach
• Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions
• Proficiency with support ticketing systems, CRM software, and other relevant tools
• Be able to work in 24x7 operating model (either of the available shift hours)

Responsibilities

• Manage, mentor, and develop a team of technical support engineers to ensure high performance and professional growth
• Oversee the resolution of customer issues, ensuring timely and accurate responses to support tickets, emails, and phone calls
• Track team performance metrics, analyze data, and implement improvements to enhance efficiency and customer satisfaction
• Develop and refine support processes, policies, and procedures to ensure consistency and quality in customer interactions
• Organize training sessions for the support team to keep them updated on product knowledge and best practices
• Handle escalated customer issues, working closely with other departments to resolve complex problems
• Prepare regular reports on support team performance, customer feedback, and key metrics for senior management
• Work closely with peers, Product Engineering, Cloud Operations and a multitude of teams to provide customer insights and feedback

Preferred Qualifications

Have an idea or notice an inefficiency? Acquia Support empowers individuals to directly improve the experience of your team and/or the customer with regular feedback

Benefits

• Paid quarterly on-call
• Liberal vacation policy
• Competitive healthcare coverage
• Wellness programs
• Take it when you need it time off
• Parental leave
• Recognition programs