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 seeking a Cloud Priority Support Engineer to join our mission to create a secure future and protect all data, applications, and systems across any environment.
Job Description
As a Cloud Priority Support Engineer, you will be the primary technical expert in specific Company's products or services.
You will be responsible for resolving 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), and communicate with 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 a 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.
Requirements:
* Fluent English (both verbal and written).
* Ability to describe the details of 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.
About Us
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.
Company Culture
We have a corporate culture 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 every day are the cornerstones of our team.
We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.
EEO Statement
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.