Manager, Digital Experience Platform (DXP) Support

Join the Acquia Team and Empower Exceptional Digital Experiences!

We're seeking a highly skilled and experienced Manager to lead our Digital Experience Platform (DXP) Support team. As a core member of our global support organization, you'll oversee a team of technical support engineers and play a critical role in delivering 24/7 mission-critical coverage for our customers. If you're passionate about providing exceptional customer experiences and have a proven track record of leadership, we want to hear from you!

About Acquia

Acquia is a leading provider of digital experience solutions, empowering ambitious brands to create engaging customer experiences that drive business success. With our Acquia Digital Experience Platform (DXP) at the core, we're revolutionizing the way organizations interact with their customers. Headquartered in the US, we're a Great Place to Work-Certified company in India and a top software company recognized by the analyst community.

Responsibilities

• Team Leadership: Manage, mentor, and develop a high-performing team of technical support engineers to ensure exceptional 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 other teams to provide customer insights and feedback.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, 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, 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 technical and non-technical audiences.
• Problem Solving: Strong analytical and problem-solving skills, with a customer-centric approach.
• Interpersonal Skills: Ability 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.

What We Offer

At Acquia, we're committed to providing an exceptional work experience that balances work and life. Our benefits include:

• Competitive salary and benefits package
• Paid quarterly on-call and liberal vacation policy
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition programs and rewards for outstanding performance

Apply Now and join our team to empower exceptional digital experiences!