Support Specialist

Employment Type: Full-time

Position Overview

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

As the Support Specialist, you will be responsible for working with customers to answer technical questions via email, phone, and chat. You will work closely with the Expert team to answer Customers’ technical questions, acting as a liaison between the customer and internal Acronis resources. This is an exciting opportunity for someone who enjoys helping others, solving complex challenges, and creating positive experiences through meaningful interactions. A great support specialist is adaptable and thrives in a fast-paced environment where clear communication and creative thinking are key.

Responsibilities

• Provide technical support, configuration, and troubleshooting of software-related inquiries via email, phone, and chat for clients.
• Provide timely and accurate status updates to customers and relevant internal stakeholders.
• Track customer issues using a ticketing system to ensure quick resolution and proper follow-up and documentation.
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.
• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.

Requirements

• Fluent German and English (both verbal and written, Upper Intermediate as a minimum).
• Ability to analyze technical issues.
• Ability to convey technical information effectively.
• Excellent analytical skills.
• Exceptional customer service approach.
• Prior Call Center experience in a customer/technical support setting (preferably in Hosting tech support or Managed Service Provider business).

Please submit your resume and application in English.

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 distributed IT environments.

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

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect, and the belief that we can contribute to the world every day are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never-give-up attitude, contributing to our collective growth and impact.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.