Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Cloud Software Support Specialist who is ready to join our mission in creating a #CyberFit future!
In this role you will be the main technical support expert in specific Company’s products or services. Your responsibility will be to resolve the customers’ technical incidents using your own expertise and extensive cooperation with the Company’s Engineering departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.
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.
- Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments via email, phone and chat
- Build and maintain strong relationships with customers able to thrive in the ever-changing work environment
- Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc), while maintain deep knowledge of Company operations to support client requests effectively
- Interact with various departments to analyze and resolve problems
- Provide technical advice and mentoring to junior staff members and review technical results, evaluations and analyses
- Develop documentation regarding installation, upgrades, support, and compatibility issues
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system
- Fluent English (both verbal and written, Upper Intermediate as minimum)
- Advanced technical knowledge in areas such as:
- Windows Server ( analysis of various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)
- Network troubleshooting (Wireshark, tcpdump, iperf); deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
- Working knowledge of Linux/UNIX (application and configuration management; RHCSA as a baseline; CLI power user)
- Experience with Virtualization (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters)
- Proficiency in Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
- Good communication skills and customer focus with ability to prioritize and switch between a variety of time-sensitive issues
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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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.
