Customer Experience Engineer

| Greater Boston Area

Digital Experience Engineer

Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) 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., we have been named as one of North America’s fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.

Job summary

Acquia’s Digital Experience Team is seeking a customer-focused professional with solid Drupal site building experience and a strong technical background to join us as a Digital Experience Engineer. As member of the Acquia Digital Experience Team, you'll champion the goals and strategies of the team into scalable processes that provide outstanding business value and customer satisfaction. You will be the primary customer-facing technical resource and subject matter expert for Lift.

Primary job responsibilities

  • Lead the technical installation and testing of Acquia Lift on customer’s sites
  • Perform end-to-end testing to ensure there are no conflicts or errors between the customer's site and Lift
  • Support the Digital Experience team in ensuring that use cases defined by the team or client can be successfully implemented using Lift
  • Provide campaign configuration troubleshooting
  • Resolve implementation issues as they arise and resolve in a timely way to ensure high level of client satisfaction; perform work with (internal and external) customer satisfaction in mind, while not compromising the integrity of the work.
  • Communicate customer feedback and bugs to the product team
  • Conduct product demonstrations and assist clients with campaign set-up and configuration
  • Listen carefully to provided information and ask clarifying questions. Actively listen as a learner rather than a passive recipient of information.
  • Provide product guidance and enablement for Acquia Lift customers with a heavy focus on best practices geared to meet their personalization and site optimization goals
  • Provide technical consultation and expertise to clients building new sites to ensure optimization for personalization and Lift
  • Identify product-based solutions to customer goals through ongoing nurturing and customer engagement

Required skills

  • Superior customer service skills with a commitment to providing the best experience possible for our customers
  • 4-5 years front-end development experience
  • Solid Drupal site-building experience
  • Javascript and jquery experience
  • Technical experience with personalization tools is a plus
  • Experience in a customer-facing role
  • Solid understanding of open source as a business model and open source software solutions
  • Good interpersonal skills and an ability to identify, develop, and motivate team members
  • Experience with new product and services is preferred
  • Good critical thinking skills and an ability to make timely decisions
  • Ability to learn and apply new skills and processes both quickly and effectively, and then share your knowledge
  • Excellent communication skills to interact courteously and effectively with customers in both technical and marketing roles, partners, and third-party vendors at all levels
  • Respond positively to opportunities to be involved in brainstorming and iterative work. Handle times of change in a way that drives innovation and iteration.

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases

Location

Excellent, busy area close to Faneuil Hall with shopping and fun after-work options. Tons of varied and great lunch options - we have a great list!

An Insider's view of Acquia

What are some social events your company does?

The Boston office partnered with the Department of Children and Families to pair employees with the holiday wish lists of children in DCF care. In December, 2017, we helped fulfill the wishes of 200 children through gifts of toys and clothing.

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

I believe we will see even more significant technology-driven changes in our lives in the next decade or two . . . I am optimistic that the good in us will prevail and that we will achieve a more just society driven by technology. I am proud to be a part of the software industry which is a major factor in this technological advancement of humanity.

Radhika

Manager and Principal Software Engineer

How does the company support your career growth?

Our people are motivated by professional growth and development, and every day, there’s an opportunity to learn something new that can help you develop your career. We have a really strong peer-to-peer learning culture, and our internal mobility program encourages Acquians to explore new roles within the company.

Amy P.

Senior Director, Global Talent Development

How do you empower your team to be more creative?

It’s very important to me that our engineers feel motivated, which comes down to feeling empowered and making a contribution. So I speak to them a lot one-on-one to understand . . . ‘What’s really going for you right now? What keeps you excited to go to work? What things really frustrate you?’ . . . The key is communication.

Peter

Senior Vice President, Engineering

How do your team's ideas influence the company's direction?

Acquia’s made an invaluable impact to raise the profile of the amazing creative and technical work that’s happening across the city. Innovation in Boston spans AI to cryptocurrencies, security and fintech. We’re driving innovation around the customer experience, and Boston is a great place to do that.

Matt

Senior Vice President, Product

What are Acquia Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies

Additional Perks + Benefits

Work/life balance is important to us. Employees take time off when they need it, and come back to work feeling refreshed. We offer up to 13 weeks of maternity, six weeks of adoption leave paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, comfortable space, common areas, game rooms, and Mac computers.

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