Manager DXP Support
Job Location : Remote India

About Acquia

Acquia empowers the worlds 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, & IT operations teams at thousands of global organizations to rapidly compose & deploy digital products & services that engage customers, enhance conversions, & 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 worlds top software companies by The Software Report, & is positioned as a market leader by the analyst community. We are Acquia. We are building for the future & we want you to be a part of it!

Who you are

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

You demonstrate outstanding interpersonal skills & align with Acquias core values. Were 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.

What youll focus on

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

Requirements

• Education: Bachelors degree in Computer Science, Information Technology or Systems, or a related field
• Experience: Minimum of 8-11 years in technical support, with at least 2 years in a managerial or supervisory role
• Technical Skills: Strong understanding of SaaS products, Cloud Technologies, & technical troubleshooting
• Leadership: Proven ability to lead, motivate, & develop a high-performing team
• Communication Skills: Excellent ability to convey information clearly, in both written & verbal forms, to a variety of audiences ie. technical & non-technical customers
• Problem Solving: Strong analytical & problem-solving skills, with a customer-centric approach
• Interpersonal Skills: Ability & desire to form strong relationships with customers, teammates, & coworkers across departments & functions
• Tools: Proficiency with support ticketing systems, CRM software, & 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)
  
  

Why Acquia Support?

A genuinely fun place to work. We're a tight-knit team with a lot of energy & opportunities to work collaboratively with others, both in Support & across Acquia to improve our offerings & 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 & grow your technical skills while solving sophisticated challenges involving cloud technology.When we say work/life balance, we mean it. Paid quarterly on-call, & 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 & their families maintain a healthy body & mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it time off, parental leave, recognition programs, & 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.