Essential Characteristics

• A passion for helping people who happen to also be customers.
• An incessant curiosity about how software works, and how it doesn’t.
• Comfort with ambiguity and complexity.
  A compulsion for creating order out of chaos.
• You’re a puzzle-doer.
  Highly effective troubleshooting methodologies - whether intuitive or explicit - it doesn’t matter as long as it works for you.
• Exceptional verbal and written communication skills. It’s a multi-media, multi-channel world after all.
• An ability to work both independently and collaboratively.
• A penchant for turning over all the rocks and resolving issues thoroughly.

Essential Technical Skills

• 2 yrs. of obsessive experience building, configuring, and troubleshooting Drupal sites.
• 2 yrs. of obsessive experience with key Drupal modules and a variety of site recipes (multimedia, social networking, brochure sites, and so forth)
• A Drupal.org profile that shows your involvement in the support forums and issue queues.
• 2 yrs experience installing and configuring Apache, MySSQL, PHP, (LAMP/XAMP/MAMP stack) , Javascript, XML, FTP
• 5 yrs experience installing, configuring, maintaining and troubleshooting apps in at least one of Linux or other UNIX operating systems, Windows, or OS X with a good basic understanding of the others.
• Ability to trace and debug Web applications
• Perform analysis and tune operating system and web technology performance
• Understanding of network protocol layers, security layers and domain models

Job Responsibilities

• Interact directly with our customers and partners to resolve technical issues in a timely manner
• Take full ownership of issues and be responsible for all communications needed to develop and maintain excellent customer relationships.
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions.Train and be trained.
• Faithfully track and record customer interactions.
• Contribute to, and help maintain, the Acquia knowledge base.
• Contribute to the continuous improvement of our support services and related infrastructure.
• Work with peers, QA and Engineering as needed to identify and report defects, find fixes or workarounds, and validate enhancement requests.
• Know when to escalate or notify management of important issues.
• Work with internal customers such as Sales and Professional Services to insure customer needs are met and growth opportunities are maximized.