Acquia: Support Engineer
53 State St Exchange Place
Boston, MA 02109

Video

Employee Testimonials

Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.
Headquartered in the US, we have been named as one of North Americas fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.

Introduction:

Acquia is looking for customer support experts and technical advisors to join our Support Engineering team to help us provide exceptional service to our growing customer base, from Fortune 500 clients to Government agencies. Acquia Support is a high-energy team that offers opportunities for growth and new challenges in a collaborative, supportive atmosphere were dedicated and fun!

Summary:

We need smart, focused and determined individuals who have a proven ability to listen, read between the lines, and diagnose and solve problems efficiently. You get to advise Acquia customers on how to get the most from Acquia products and guide them through issues from site launches to "there's a module for that" scenarios. Youll be part of a close-knit, tenured team of professionals helping customers all over the globe overcome obstacles and resolve issues related to their websites. Itll be important to develop and maintain excellent customer relationships, work with Acquias team of top Drupalists to consult or resolve issues, and contribute to making Acquia and Drupal even more awesome. Maybe even inspire a little crazy!

Requirements:

  • Experience with Linux - Command Line and Git is important
  • Conversational understanding of LAMP and/or IIS/SQL, network protocol layers, security layers and domain models
  • Site development and/or PHP development
  • Passion for the web, open-source development, particularly Drupal, and for helping us continue to build our community and Acquia as a whole
  • Excellent interpersonal and communication skills
  • Drupal experience is a strong plus

Skills and Attributes:

  • 2+ years of experience in technical customer support or a client engagement position preferred
  • A compulsion for creating order out of chaos, and a penchant for turning over all the rocks and resolving issues thoroughly (i.e., code for being proactive and detail-oriented)
  • Aptitude for building, configuring, and troubleshooting a variety of challenging technical issues for a diverse enterprise customer base
  • Strives to consistently achieve excellence in work delivered
  • Performs with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work. Constantly questions: How will this benefit the customer?
  • Goes beyond their day-to-day work to assist customers in a positive manner. Takes initiative to improve outcomes, processes, or measurements.
  • Takes on additional responsibilities fills in gaps. Owns deliverables, accountable for results. Recognizing when it's appropriate to jump in and own it, and also when to provide support and collaboration.
  • Bachelor's Degree in Computer Science or related discipline is a plus, though relevant experience on the job is just fine

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

Full-time

Employee Testimonials

Charley
Vice President, Products

My team is able to influence the direction of Acquia by how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Anne
Vice President, Human Resources & Total Rewards

Our rewards program drives peer recognition for great work, helping teams build connections by celebrating our peers’ contributions on a companywide forum augmented with micro-bonuses, which increase motivation, productivity, and engagement.

Brian
Manager, User Experience Research

The trick to empowering creativity from my team is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Amy P.
Senior Director, Global Talent Development

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Rok
Senior Director, Engineering

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Sym
Manager, UX

I love being part of Acquia's collaborative and creative design team. Our work is so dynamic: from partnering with our research team . . . to working with our engineers to implement our designs . . . it's a truly rewarding experience . . . 

Paul
Director, Business Development

Acquia is a great place to work. The vision, culture, leadership, product and career development are excellent. The collaboration between all departments and how we work together is special and a testament to the great culture that has been built.

Amy H.
Senior Talent Operations Partner

One of my favorite parts of Acquia is partnering with different volunteer organizations. For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!