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| Funding | 5M-10M USD |
| Employees | 16 |
| Salary | Shhhh... |
| Fulltime | Yes |
| Telecommute | No |
| Industry | Web 2.0, Software, Database, Open Source, Communications |
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Technical Support
at Acquia in Andover, MA
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Dec 21, 2008
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Overview
Be a part of our (TAC) Technical Assistance team! We are building a dynamic group of support engineers who is obsessive about systems and who won't rest until he/she has solved our customer's problem.
Located here in our Andover office, your support skills will be used by Drupal developers who are all over the globe. If you are this special person who is a problem solver not only because it is interesting, but because you are passionate about problem resolution, than we want you.
Located here in our Andover office, your support skills will be used by Drupal developers who are all over the globe. If you are this special person who is a problem solver not only because it is interesting, but because you are passionate about problem resolution, than we want you.
Responsibilities
Requires the ability to take control of an issue to develop and maintain excellent relationships with all our customers and partners, and to help in continuously improving the support service to maintain a high level of customer satisfaction
Interact directly with our partners and customers to resolve technical issues in a timely manner
Provide partners and customers with accounts across all Acquia systems
Help partners and customers find the information they need or the people they need to speak to
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers and record these resolutions for general use
Work with other teams as required to identify and report defects, find incident fixes and validate enhancement requests
Designate which defects/problems are the most important to be fixed and document related information in the Defect Tracking and Customer Support CRM
Notify the management team of any potential escalations
Escalate where appropriate
Maintain interaction with Sales force and Professional Services to insure customer needs are met and growth opportunities are maximized.
Experience
A passion for customers and a strong interest and desire to handle a variety of technical issues from the very basic through the ambiguous to complex
Exceptional communication skills
Ability to work independently, learn quickly and be proactive
Proven problem-solving ability in both business and technical environments.
Experience of installing, configuring, maintaining and troubleshooting any issue on either Windows Server, Linux or UNIX operating systems, with a good basic understanding of the others
Ability to trace and debug Web applications
Apache, MySSQL, PHP, (LAMP stack) , Javascript,XML, FTP
Perform analysis and tune operating system and web technology performance
Understanding of network protocol layers, security layers and domain models
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