Cloud Software Support Specialist

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 Frontline Support Specialist to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 

In this role you will be a main technical support expert in specific Company’s Cyber Security products or services. Your responsibility will be to resolve the customers’ technical and security incidents using your own expertise and extensive cooperation with the Company’s Engineering departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction. 

WHAT YOU'LL DO:

• Work on resolving various technical and security incidents for the Company’s customers involving various software, networking and hardware environments via email, phone and chat 
• Build and maintain strong relationships with customers able to thrive in the ever-changing work environment
• Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Security, Storage, Virtualization, Business Applications, etc), while maintain deep knowledge of Company operations to support client requests effectively
• Interact with various departments to analyze and resolve problems
• Provide technical advice and mentoring to junior staff members and review technical results, evaluations and analyses
• Develop documentation regarding installation, upgrades, support, and compatibility issues

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Native Japanese speaking
• Professional use of English (both oral and written) is a strong plus
• Advanced technical knowledge in areas such as: Cyber Security; Windows Server; Network troubleshooting (Wireshark, tcpdump, iperf); deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers
• Working knowledge of Linux/UNIX (application and configuration management; RHCSA as a baseline; CLI power user) 
• Experience with Virtualization (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters)
• Proficiency in Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
• Passion for troubleshooting
• Strong internal customer focus with desire to learn all aspects of the business 
• High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy 
• Outstanding organizational, problem solving, and multi-tasking skills
• Team-player and positive attitude, eager to do more and help out

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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