Infrastructure Expert Support Engineer

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for a Cloud Software Support Specialist who is ready to join our mission in creating a #CyberFit future!

In this role you will be the main technical support expert in specific Company’s products or services. Your responsibility will be to resolve the customers’ technical 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. 

Every member of our “A-Team” has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.

WHAT YOU'LL DO

• Work on resolving various technical 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, 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 
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system 

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (both verbal and written, Upper Intermediate as minimum) 
• Advanced technical knowledge in areas such as:
  • Windows Server ( analysis of various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)
  • 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) 
• Good communication skills and customer focus with ability to prioritize and switch between a variety of time-sensitive issues 

*Please submit your resume and application in English

WHO WE ARE

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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