Expert Support Engineer - Home Cloud Products

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for an Expert Support Engineer to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 

We are looking for an experienced Expert Support Engineer to join our Americas Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services. The Expert Support Engineer will serve as the last line of support for our Home Office customers and will focus on troubleshooting the more complex issues escalated by other support teams. This position offers an opportunity to become an expert engineer in troubleshooting Acronis' world-class cyber protection solution, Acronis Cyber Protect. We expect all of our Expert Support Engineer's to deliver excellence in both technical expertise and customer service. They will also work closely with other internal teams to ensure Acronis is delivering the best products and services possible.

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments
• Build and maintain strong relationships with customers and partners
• Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues
• Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices
• Participate in developing documentation, knowledge base, and technical articles on Acronis' products
• Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way
• Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English both written and verbal. Additional languages are a plus
• 2+ years of experience in a L2-L3 technical support or system administrator role
• Good technical expertise in:
  • Windows Server - analyzing various Windows and application logs (experience with troubleshooting tools like Procmon and Process Explorer is a plus)
  • Networking - packet, performance, routing, connectivity analysis, and troubleshooting skills (experience with network tools like Wireshark, tcpdump, and iperf is a plus)
  • Virtualization - advanced user of virtualization solutions such as VMware ESXi, Microsoft Hyper-V, and KVM
• Good communication skills and customer service focus
• Passion for troubleshooting

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments. 

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 is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact. 

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.

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