Acquia empowers the world’s 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, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia has been named a top software company by The Software Report and rated a leader by the analyst community. Acquia’s CoE is a Great Place to Work certified organization. We are Acquia. We are building for the future and we want you to be a part of it!

We’re looking for a Support Engineer to join our Support team to help provide comprehensive technical application support and analysis in a fast-paced SaaS environment. In the role, one must be able to work directly with customers in high-pressure situations; have strong analytic, organizational, time management, and communication skills. We’re looking for a team player that possesses the willingness to do whatever it takes to achieve the highest level of customer satisfaction. This role is cross-functional interacting with Engineering, Operations and Professional Services teams.

What will you do?

• Interact directly with customers to isolate, reproduce, troubleshoot and resolve data and product interface problems
• Use problem-solving, critical-thinking and multi-tasking skills to maximize productivity and efficiency
• Maintain a detailed understanding of product architecture, technical components and application functionality
• Use troubleshooting experience to create and update our team Knowledge-base articles, Troubleshooting Guides, FAQ’s, and other related support collateral.
• Ability to mentor and display leadership and ownership of issues

Requirements:

• 1-3 years of experience with SQL, TSql, PL/SQL or similar database programming language experience. Of particular importance, SQL Aggregate functions (COUNT,SUM,MIN,MAX,GROUP BY)
• Familiarity with any ticketing system.
• Experience working in a support team environment,  supporting a product/service or helping others with 3-5 years of relevant experience.
• Strong written and verbal communication skills with experience communicating at all levels of client organizations.
• Ability to function and thrive in a team environment with an appreciation of aggressive goals.  
• Intellectual curiosity, along with excellent problem-solving and quantitative skills, including the ability to disaggregate issues and identify root causes.
• Bachelor's degree in information technology, computer science or a related field

Extra Credit: 

• Familiarity with “Big Data” concepts is a plus
• Experience in a SaaS environment is a plus
• Experience with Drupal or other CMS is a plus
• Familiarity with HTML, CSS, JS and other web technologies

Why Acquia Support?

• A genuinely fun place to work. We're a tight-knit team with a lot of energy and opportunities to work collaboratively with others, both in Support and across Acquia as a whole to improve our offerings and 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 and grow your technical skills while solving sophisticated challenges involving cloud technology.
• When we say work/life balance, we mean it. Paid quarterly on-call, and a liberal vacation policy mean a role where you can have a life, not just a job you can live with.

Other Skills and Abilities:

• Demonstrates a clear sense of their role, responsibilities, and purpose within a globally inclusive working team.
• Adopts a team approach, acknowledging and appreciating efforts, contributions, and compromises. Recognises the common purpose of the team and respects team decisions.
• Demonstrates integrity by aligning Acquia's values with behaviors.
• Demonstrates that they are more concerned with doing the right thing than being right. Acts courageously and does the right thing, even when it's hard to do.

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.

As a Support Engineer at Lumos, you have the opportunity to be a founding member of our Support function. Partnering with the Solutions Engineering team as well as Customer Success Managers, our goal is to find the equilibrium between quantity and quality, where speed and accuracy are our best offense and defense. As Lumos grows its client base by more than double this year, your role is essential to the success of our customers. Enablement, troubleshooting, and clarity of communication are pillars in your everyday interactions. In the Support Engineer role, you’ll not only report into the Support Engineering Lead, but you’ll partner with them in developing clear swim lanes for Support at Lumos and truly shape the future of the team.

✨ Your Responsibilities

• Creating a World-Class Support Experience: Interacting with our client base on the day to day, you will have a direct impact on shaping their experience with Lumos. We want to ensure attention to detail, a friendly approach, and consistent care are present in each and every interaction.
• Troubleshooting Complex Technical Errors: Lumos is still early in its development, and we’re rolling out new features often. With this level of innovation can also introduce unexpected behaviors. It’s essential that you stay on top of the product development, relay customer feedback through validating enablement materials, and are extremely clear in your handoffs to our engineers for further actioning as needed.
• Proactively Developing Product Expertise: Similar to the above, partnering with our Product Managers is essential. If we don’t have the information we need to successfully support customers on a new feature rollout, seek to discover. By establishing these mutually beneficial relationships, you’ll become a product expert and the voice of the client in product development.
• Reflecting On and Finding Solutions for Current Support Opportunities: Because we’re building this team from the ground up, your thoughts, opinions, and considerations are essential to our longterm success. Giving feedback and being creative in your problem solving are critical.

???? What We Value

We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation, excitement, and potential to grow into the role than about your CV.

Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.

*We encourage you to apply even if you think you might not be perfect fit! ????

Thank you for considering Lumos! ????

????Pay Range

• $85,000 - $115,000. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience.

Thank you for considering us - we're flattered! ???? ????

About the Company

Clarifai is a leading, full-lifecycle deep learning AI platform for computer vision, natural language processing, and audio recognition. We help organizations transform unstructured images, video, text, and audio data into structured data at a significantly faster and more accurate rate than humans would be able to do on their own. Founded in 2013 by Matt Zeiler, Ph.D. Clarifai has been a market leader in AI since winning the top five places in image classification at the 2013 ImageNet Challenge. Clarifai continues to grow with employees remotely based throughout the United States, Canada, Estonia, Argentina & India.

We have raised $100M in funding to date, with $60M coming from our most recent Series C, and are backed by industry leaders like Menlo Ventures, Union Square Ventures, Lux Capital, New Enterprise Associates, LDV Capital, Corazon Capital, Google Ventures, NVIDIA, Qualcomm and Osage.

Clarifai is proud to be an equal opportunity workplace dedicated to pursuing, hiring, and retaining a diverse workforce.

Your Impact

As IT Support here at Clarifai, you are the go to person for technical solutions.  You will have the ability to shape the Internal IT processes, implement technical solutions and assist internal users to keep everything running smoothly.

Your Opportunity

Reporting to the Head of IT & Security, you will be supporting our employees in both the United States, Estonia, Canada, Argentina, and India. You will work with technology as an enabling mechanism to help others to succeed at Clarifai. You will have the opportunity to work with new technologies in a cloud-first environment. You will be supporting and implementing various pieces of IT infrastructure.

Responsibilities

• Endpoint/hardware lifecycle management
• Vendor management
• Inventory management
• Resolve technical issues for internal users
• Educating coworkers about cyber security and its best practices
• Documenting internal IT processes and policies.

Requirements

• Experience with Mobile Device Management (MDM support)
• Excellent knowledge about Apple devices and their products
• Excellent knowledge about Okta, Gmail, Atlassian (Jira/Confluence) and Slack application platforms
• Interest in expanding knowledge of engineering, IT and Security
• Ability to think-outside-of-the-box for troubleshooting and solutions
• Excellent communication skills

Great to Have

• Cloud Infrastructure
• Certificates such as A+ and Network+
• shell scripting