Manager, DXP Support (T1)

About Acquia

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.

Headquartered in the U.S., Acquia is a Great Place to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!

Our ideal candidate will have a strong service background at an Enterprise level company, and as part of a Global Support organization successfully delivering 24/7 Mission Critical Coverage. 

You demonstrate outstanding interpersonal skills and align with Acquia’s core values. We’re looking for someone with a ‘can-do’ attitude who will challenge the status-quo while still ensuring that team morale remains high. This role reports to the Director of Global Support.

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

• Education: Bachelor’s degree in Computer Science, Information Technology or Systems, or a related field
• Experience: Minimum of 8 years in technical support, with at least 2 years in a managerial or supervisory role
• Technical Skills: Strong understanding of SaaS products, Cloud Technologies, and technical troubleshooting
• Leadership: Proven ability to lead, motivate, and develop a high-performing team
• Communication Skills: Excellent ability to convey information clearly, in both written and verbal forms, to a variety of audiences ie. technical and non-technical customers
• Problem Solving: Strong analytical and problem-solving skills, with a customer-centric approach
• Interpersonal Skills: Ability and desire to form strong relationships with customers, teammates, and coworkers across departments and functions
• Tools: Proficiency with support ticketing systems, CRM software, and other relevant tools

• Proactive: 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.
• Flexible: Be able to work in 24x7 operating model (either of the available shift hours)
  

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 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. 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.

Acquia is proud to provide best-in-class benefits to help our employees and their families maintain a healthy body and mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, and much more!

 

Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.