In this role, you will be responsible for working with customers to answer technical questions via email, phone and chat. You will work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources).
WHAT YOU'LL DO
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and MSPs.
- Perform technical analysis of customer problem and define plan for resolving it
- Be responsible for building and maintaining strong relationships with partners
- Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation
- Work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources)
- Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others)
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)
- Fluent English language (both verbal and written, Upper Intermediate as a minimum)
- Fluent Spanish or Portuguese languages (both verbal and written, Upper Intermediate as a minimum)
- 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business)
- Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps)
- Ability to convey technical information effectively
- Ability to analyze technical issues
- Exceptional customer service approach and Excellent analytical skills
Would be considered plus if you have
- Experience and knowledge of Linux/UNIX basics, CLI
- Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters)
- Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
*Please submit your resume and application in English
WHO WE ARE
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.
OUR INTERVIEW PRACTICES
To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance. Interviews are designed to assess individual skills, experience, and communication style and we value authentic, real-time interaction.
Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
#LI-LD1
Skills Required
- Fluent English language (both verbal and written)
- Fluent Spanish or Portuguese languages (both verbal and written)
- 1 or more years of work experience in a similar role
- Knowledge of Windows Server administration basics
- Ability to convey technical information effectively
- Exceptional customer service approach
Acronis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Acronis and has not been reviewed or approved by Acronis.
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Healthcare Strength — Health coverage is described as strong, with low-cost options and even a no-deductible plan reported in the U.S. Feedback suggests medical, dental, and vision coverage are comprehensive and valued.
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Retirement Support — Retirement offerings include a 401(k) with company match that is consistently highlighted. Feedback suggests the match is meaningful and a notable part of the package.
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Leave & Time Off Breadth — Time off is portrayed as generous, including substantial PTO and a broad U.S. holiday calendar. Employer materials reinforce this with references to a “generous vacation policy.”
Acronis Insights
What We Do
Acronis unifies data protection and cybersecurity, delivering cyber protection that solves safety, accessibility, privacy, authenticity, and security (SAPAS) challenges. Acronis offers antivirus, backup, disaster recovery, endpoint protection management solutions, and award-winning AI-based antimalware and blockchain-based data authentication technologies through service provider and IT professional deployment models. These solutions protect data, applications, and systems in any environment. Founded in Singapore in 2003 and incorporated in Switzerland in 2008, over 5.5 million home users and 500,000 companies, including 100% of the Fortune 1,000, trust Acronis. Acronis products are available through 50,000 partners and service providers in over 150 countries and 40 languages.
