Hello There. Seeking Support experts for Andover office
by Kent Gale
I joined Acquia in June with a mission to develop a responsive and knowledgeable support team. To that end, I’m looking to fill initial positions with enthusiastic, overqualified individuals who will not only provide great customer support but who will help build our support delivery infrastructure (integrated CRM/voice/chat; knowledge management, internal training, etc). It’s a great opportunity to make a difference. If you're already sold, click here to apply or click here to refer someone else to qualify for a referral bonus of up to $2,500. The rest of you should read on.
Finding the right people is crucial for us. I’m currently looking for expert Drupalists and Drupalistas to join our office here in Andover, Massachusetts. We will likely have a world-wide distributed support team over time but at this point my strong preference is to locate as much of the team as possible in Andover. It’s easier to manage a team locally during the formative stages and people learn a bit faster from each other when in close proximity. For the right person, we will consider relocation.
I know what it takes to develop a support organization, but Drupal and the Drupal community are relatively new to me. So I’ve been quietly (though feverishly) absorbing the Drupalsphere ethos while interviewing candidates and building infrastructure (alongside all the good work being done by my colleagues in Engineering, Marketing, Sales, and Professional Services.
So what are my impressions so far? It’s obvious what all the excitement is all about. Drupal rocks, Dries rocks, and the Community rocks with its incredible commitment and diversity. It’s living proof that “the whole is greater than the sum of its parts”. Drupal is clearly part of something big that’s changing how people relate to each other around the world forever. How deeply refreshing.
I’ll be wearing two hats for quite a while. A new hat as Drupal noob on the path of discovery, and a worn-in hat as service delivery pro on the hook for assembling the people and systems to deliver responsive, effective support.
You may ask, how can I possibly put together an effective support team if I’m not yet a Drupal expert? It's a good question. I believe that the principles of providing effective support are as universal as the principles for building and leading effective teams. Dries and our engineers help determine the breadth and depth of a Support candidate’s technical skill through the interview process and I probe for evidence of the non-technical dimension that I like to call "support DNA."
I also believe that my Drupal “newness” is an advantage because it helps me view Drupal from the perspective of the least experienced of our customers. I've found it is not so easy to get started if you are not already steeped in the Drupal lore, and I will continue to advocate for people in this position as I work with our engineering team. I’m a good test subject at the moment but these “fresh eyes” are perishable and it will be important for us to find ways to keep this perspective. Jeff Noyes’ relates similar ideas in his recent post on the topic.
Our support offerings are designed for the full range of customers - from struggling neophyte to guru on a deadline and everyone in between. And that brings me back to my immediate quest. We’re looking for a few overqualified, expert Drupalists and Drupalistas to rock our Support team in Andover. Is that you? Apply here to find out. Know someone? Please tell us about them here.
In the meantime, I’ll continue with my Drupal infusion and I hope to see some of you at Szeged 2008.