Home Cloud Expert Support Engineer with German - EMEA at Acronis

Bulgaria

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Cloud Computing, TechnologyIndustries

Requirements

2+ years of experience in an advanced Tier 2 technical support role
Fluent English and German (both written and verbal)
Windows - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
Mac – advanced user experience, knowledge of zsh/shell, basic application troubleshooting via Console and syslog
Networking - Wireshark, tcpdump, iperf
Good communication skills and customer service focus
Passion for troubleshooting and ability to come up with efficient solutions for unusual issues
Ability to prioritize and switch between a variety of time-sensitive issues

Responsibilities

Troubleshoot and resolve various technical incidents for Acronis' consumer and small business customers across various software, networking, and hardware environments
Build and maintain strong relationships with customers
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
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

Skills

Key technologies and capabilities for this role

TroubleshootingTier 2 SupportNetworkingSoftware SupportHardware SupportCustomer SupportAcronis True ImageCyber ProtectionGerman

Questions & Answers

Common questions about this position

What salary can I expect for this Expert Support Engineer role?

This information is not specified in the job description.

Is this Home Cloud Expert Support Engineer position remote or office-based?

This information is not specified in the job description.

What technical skills are required for this support engineer role?

Required skills include 2+ years in advanced Tier 2 technical support, Windows log analysis with Procmon and Process Explorer, Mac advanced user experience with zsh/shell and Console/syslog, and networking tools like Wireshark, tcpdump, iperf. Fluent English and German (written and verbal) are also required.

What is the company culture like at Acronis?

Acronis emphasizes delivering excellence in technical expertise and customer service, building strong customer relationships, and collaborating closely with internal teams like Engineering and Business to resolve issues and improve products.

What makes a strong candidate for this Expert Support Engineer position?

Strong candidates have good communication skills, customer service focus, passion for troubleshooting unusual issues, and the ability to prioritize and switch between time-sensitive tasks.

Acronis

Data protection and cybersecurity solutions provider

About Acronis

Acronis provides a range of solutions that combine data protection and cybersecurity to address various challenges related to safety, accessibility, privacy, authenticity, and security. Their products include antivirus software, backup services, disaster recovery options, and endpoint protection management. Acronis also utilizes AI-based antimalware and blockchain technology for data authentication, ensuring that data, applications, and systems are protected in any environment. What sets Acronis apart from its competitors is its comprehensive approach to cyber protection, which integrates multiple aspects of data security into a single platform. The company's goal is to ensure that users can trust their data is safe and accessible, while also maintaining privacy and authenticity.

Schaffhausen, SwitzerlandHeadquarters

2003Year Founded

$640.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Cybersecurity, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Medical, dental, &vision insurance plans

Life Insurance, STD and LTD policies

401(k) retirement plan and company match

Corporate rates and discounts

Competitive package

Flexible working hours

3+ weeks of PTO and 10 paid holidays

Smart casual dress code

Free snacks and drinks

Office social events

Risks

Emerging cybersecurity firms with lower costs may erode Acronis's market share.

Rapid AI-driven cyber threats require costly updates to Acronis's defenses.

Geopolitical risks may affect Acronis's expansion into new markets like Bangladesh.

Differentiation

Acronis integrates cybersecurity and data protection, addressing SAPAS challenges comprehensively.

The company uses AI-based antimalware and blockchain for advanced data authentication.

Acronis offers flexible deployment models for service providers and IT professionals.

Upsides

Growing demand for integrated cybersecurity solutions boosts Acronis's market potential.

Expansion of global cybersecurity market offers significant growth opportunities for Acronis.

Acronis's partnerships in sports highlight niche market opportunities.

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