Cloud Support Specialist

Position Overview

Acronis is revolutionizing cyber protection by providing natively integrated, all-in-one solutions that monitor, control, and protect the data essential for businesses and lives. We are seeking a dedicated Cloud Support Specialist to join our mission to create a #CyberFit future and protect all data, applications, and systems across any environment.

Responsibilities

• Provide technical support, configuration, and troubleshooting for software-related inquiries via email, phone, and chat for customers and MSPs.
• Perform technical analysis of customer problems and define plans for resolution.
• Build and maintain strong relationships with partners.
• Interact daily with other engineers to provide technical action plans or take ownership of escalated cases.
• Act as a liaison between customers and internal Acronis resources to address technical questions.
• Meet and exceed Key Performance Indicators (KPIs) for customer satisfaction, productivity, interaction quality, and others.
• Ensure accurate recording of all relevant communication, documents, and files related to cases in the support system.

Requirements & Qualifications

• Fluent English and Portuguese (both verbal and written, Upper Intermediate minimum).
• 1+ year of work experience in a similar role, preferably in Hosting tech support or Managed Service Provider business.
• Knowledge of Windows Server administration basics, including gathering and analyzing Windows logs and dumps.
• Ability to convey technical information effectively.
• Strong analytical skills.
• Exceptional customer service approach.

Desired Qualifications (Plus)

• Experience and knowledge of Linux/UNIX basics and CLI.
• Awareness of modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters).
• Experience with Business applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers.

Company Information

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

Founded in Singapore in 2003, Acronis is a Swiss company with over twenty years of innovation. We have 15 offices worldwide and more than 1800 employees across 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is utilized by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture emphasizes making a positive impact on employees and communities. Mutual trust, respect, and the belief in contributing to the world daily are our core values. We seek individuals who thrive in dynamic, global environments and possess a "never give up" attitude, contributing to our collective growth and impact.

Application Instructions

• Please submit your resume and application in English.

Employment Type

Full time

Location Type

[Information not provided]

Salary

[Information not provided]