Expert Support Engineer

Position Overview

Acronis is a world leader in cyber protection, empowering people by providing cutting-edge technology to monitor, control, and protect their critical data. We are seeking an experienced Technical Expert Support Engineer to join our Global Customer Support team. This role is for an ultimate expert in resolving complex and challenging incidents related to Acronis products and services, serving as the last line of support for our customers. The position offers an opportunity to become an expert engineer in troubleshooting Acronis Cyber Protect, our world-class cyber protection solution. We expect our Expert Support Engineers to deliver excellence in both technical expertise and customer service, while collaborating with internal teams to enhance Acronis products and services.

Responsibilities

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

Requirements

• 2+ years of experience in an advanced technical support role.
• Fluent English (both written and verbal).
• Experience and skills must include:
  • Windows Server: Gathering and analyzing various Windows logs and dumps, application-level troubleshooting with Procmon and Process Explorer.
  • Linux/UNIX: Application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.
  • Networking: Analyzing traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.
  • Virtualization Expertise: Managing and troubleshooting various enterprise-grade hypervisors such as VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.
  • Business Applications: Managing and troubleshooting various enterprise-grade hypervisors such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers.
• Good communication skills and a strong customer service focus.
• Passion for troubleshooting and the ability to devise efficient solutions for unordinary issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.

Company Information

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 cyber threats 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 demanding environments.

Application Instructions

• Please submit your resume and application in English.

Employment Type

• Full time

Location Type

• [Information not provided]

Salary

• [Information not provided]