Cloud Software Support Specialist

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!

As a Cloud Software Support Specialist you will be responsible for supporting MSPs, partners and customers of Acronis, and resolving Acronis Cyber Platform technical incidents with the help of available resources (Knowledge base, public and internal documentation), your own expertise and cooperation with colleagues within Support organization. You will craft solutions and deliver initial product setup, perform initial issue troubleshooting, escalate issues to the next Support level, communicate with MSPs 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.

WHAT YOU'LL DO

• Answer how-to questions and customer care requests related to Acronis Cyber Platform
• Work on resolving various technical incidents for the MSPs involving Acronis products.
• Perform technical analysis of a technical issue and define an action plan for fixing it.
• Be responsible for building and maintaining strong relationships with partners.
• Maintain deep knowledge of Company operations to support partners’ requests effectively.
• Interact with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems.
• Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (both verbal and written) required
• Fluent Spanish is a strong plus
• 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business)
• Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
• Hands-on experience administering Windows Server (know how to gather and analyze various Windows logs and dumps)
• Knowledge of Linux/UNIX basics, CLI – as a strong plus
• Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) – as a strong plus
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) – as a strong plus
• Passion for troubleshooting, ability to come up with efficient solutions for complex cross-platform issues.

*This position is remote from anywhere in the US, with offices in Tempe Arizona and Burlington Massachusetts for those who prefer a hybrid working option

WHO WE ARE