Cloud Priority Support Engineer

Acronis is revolutionizing cyber protection—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 Cloud Priority Support Engineer to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 

As the Cloud Priority Support Engineer, you will be main support technical expert in specific Company’s products or services. Be the person responsible for resolving the customers’ technical incidents using your own expertise and extensive cooperation with the Company’s Engineering departments. Craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.

RESPONSIBILITIES:

• Troubleshoot both software and hardware for complex scenarios, direct access to the infrastructure in both Acronis and customers' environments
• Perform technical analysis of customer issues and define plan for fixing them
• Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
• Direct involvement with the product and engineering teams
• Provide technical advice to junior staff members and review technical results, evaluations and analyses
• Create Knowledge Base articles, best practice guides and other documentation

SKILLS & EXPERIENCE:

• Fluent English (both verbal and written, Upper Intermediate as minimum)
• Ability to describe the details on technical issues in all their complexity when needed
• 4 or more years of work experience in an applicable industry and role
• Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
• Responsibility and incident management
• Network professional (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
• Windows Server professional (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) or Linux/UNIX professional (application and configuration management; RHCSA as a baseline; CLI power user)
• Virtualization professional (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters) is a plus
• Business applications professional (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
• Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues

WHO WE ARE

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 cyberthreats 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 belief that we can contribute to the world everyday 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.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances. 

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