Associate Support Engineer

Acquia is the open-source digital experience company. Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out. We provide the world's most ambitious brands with technology 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 U.S., Acquia has been named a top software company by The Software Report, rated a leader by the analyst community, and named a top place to work by the Boston Globe and the Boston Business Journal. We are Acquia. We are building for the future and we want you to be a part of it!

We’re looking for an Associate Support Engineer to join our Support team to help provide comprehensive technical application support and analysis in a fast-paced SaaS environment. In the role, one must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills. We’re looking for a team player that possesses the willingness to do whatever it takes to achieve the highest level of customer satisfaction. This role is cross-functional interacting with Engineering, Operations and Professional Services teams.

• Interact directly with customers to isolate, reproduce, troubleshoot and resolve data and product interface problems
• Use problem-solving, critical-thinking and multi-tasking skills to maximize productivity and efficiency
• Maintain a detailed understanding of product architecture, technical components and application functionality
•  Use troubleshooting experience to create and update our team Knowledge-base articles, Troubleshooting Guides, FAQ’s, and other related support collateral.
• Proven ability to mentor and display leadership and ownership of issues

• Experience with SQL, TSql, PL/SQL or similar database programming language experience
• Familiarity with HTML, CSS, JS and other web technologies (MTA, SMTP, etc)
• Experience with Drupal or other CMS is a plus
• Strong written and verbal communication skills with experience communicating at all levels of client organizations.
• Ability to function and thrive in a team environment with an appreciation of aggressive goals  
• Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to disaggregate issues and identify root causes.
• Bachelor's degree in information technology, computer science or a related field
• Experience in a SaaS environment is a plus
• Familiarity with “Big Data” concepts is a plus

• A genuinely fun place to work. We're a tight-knit team with a lot of energy and opportunities to work collaboratively with others, both in Support and across Acquia as a whole to improve our offerings and customer experiences.
• We're not a call center. Acquia is looking for engineers, not someone to just answer the phone. We provide opportunities to constantly learn and grow your technical skills while solving sophisticated challenges involving cloud technology.
• When we say work/life balance, we mean it. Worldwide coverage, paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.