Technical Support , US-West at Acquia (Remote)

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Widen joined Acquia in 2021 as a business unit building high-performing digital asset management (DAM) and product information management (PIM) software. Together with Acquia, we empower organizations around the world to create impactful, meaningful, and measurable digital experiences for their customers. Embracing innovation and change, we have evolved into a global software team by putting our more than 700 customers at the forefront of all we do. 

Summary

The Technical Support Specialist focuses on providing high quality, customer-oriented software application service support as part of our Support team. This position supports and works closely with other members of the larger Customer Success team, software developers, and product managers to understand our products and current issues surrounding the customer service of multiple applications.

Essential Duties

  • Assist with Tier 1 coverage with all Widen Applications as needed
  • Take ownership of escalated Tier 2 tickets, thoroughly troubleshooting these issues, and completing investigatory work prior to escalating tickets to other teams or integration partners to achieve resolution
  • Engage positively with customers via chat, email, phone and virtual meeting interactions to lead customers through diagnostic procedures to further define any problematic issues and offer suggestions on standard methodology use of our SaaS applications
  • Communicate technical issues and solutions with customers in non-technical terms while maintaining empathy, courteousness, and professionalism
  • Provide excellent service for a wide range of customers from various industries, educational institutions, political and religious organizations with equal treatment regardless of personal beliefs of the organization
  • Proactively learn web applications, cloud technologies, and database and server infrastructure, and serve as a domain expert in these areas for other team members
  • Use available technology to troubleshoot and script SQL, HTML, CSS, and other object-oriented languages such as Java or JavaScript
  • Use available technology to complete custom database reports and SQL requests
  • Use available technology to complete custom site configuration requests.
  • Troubleshoot and instruct customers regarding API and SSO concepts
  • Troubleshoot and instruct customers to support various integrations with Adobe Cloud, Ziflow and Print UI and additional applications
  • Troubleshoot and instruct customers to support Widen’s managed integrations with Workato
  • Train and coach team members to expand their product and technical knowledge
  • Ensure all tickets are updated with accurate and timely information
  • Make recommendations and improvements to internal support documentation
  • Make recommendations regarding online knowledge base articles
  • On-call emergency rotation is required
  • Prioritize diversity, equity and inclusion in your every day work to create an environment of respect
  • Protect the confidentiality, integrity, and availability (CIA) of Widen and customer information held in any form

Essential Qualifications

  • Genuine interest in helping users solve their problems
  • At least two years of customer/software or technical support experience
  • Ability to troubleshoot and script SQL, HTML, CSS, and other object-oriented languages such as Java or JavaScript
  • Strong functional understanding of Mac and Windows operating systems, and Google Chrome, Firefox, Safari, and Internet Explorer browsers
  • Experience with Adobe CC applications, API, and SSO concepts
  • Excellent verbal and written communication skills
  • Strong analytical and interpersonal skills
  • Bachelor’s degree or related experience

Employees have the option to work remotely, from the Madison office, or a mix of both. Access to the office and other amenities are available to all employees — no matter their chosen work setup — to keep teams safe, healthy, and connected in the interim.

Widen 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.

Please note the hours for this role will be for US West Coast (10am-7pm CST or 8am-5pm PST)

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • DrupalCMS

Location

Acquia is in the Financial District near Faneuil Hall and Post Office Square with tons of great restaurants and fun after-work venues to choose from!

An Insider's view of Acquia

What are some social events your company does?

For the past five years, the Boston office has partnered with the Wonderfund (www.wonderfundma.org) to pair Acquians with the holiday wish lists of local children. We sponsored 250 kids in 2019 and look forward to continuing our partnership in 2020!

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

There are a number of different projects we are always working on from maintenance and performance optimizations to new customer features. For me, the most exciting and rewarding projects are where we release a piece of functionality that excites and delights our customers and makes their jobs easier.

Rok

Senior Director, Engineering

How does the company support your career growth?

Our culture of continuous, lifelong learning allows every Acquian opportunities to learn, stretch and grow. With support and coaching from their managers and Global Learning Programs, Acquians have access to a robust online learning platform, a mentor program, and more. Every day offers the opportunity to take on unique challenges.

Amy P.

Senior Director, Global Talent Development

How do you empower your team to be more creative?

The trick to empowering creativity is encouraging frequent communication and iteration. Embrace behaviors, not platitudes, that remind the team there is no such thing as failure. Embed creativity and make it more than a tagline. Show that nothing is unsalvageable; focus on ‘why’ things occurred, and make everything a learning opportunity.

Brian

Manager, User Experience Research

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

We are able to influence how content is delivered and monetized by global businesses in 2 ways. Acquia's founder created Drupal, the leading open source CMS in the world and we are proud of our close relationship with the Drupal community. We have also pivoted towards DXP capabilities and offer a full suite of solutions to our customers.

Charley D.

Vice President, Products

What are Acquia Perks + Benefits

Acquia Benefits Overview

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 and six weeks of paternity, partner and adoption leave, all paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, common areas, a game room, Friday afternoon Happy Hour, and Mac computers.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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