Acronis is a world leader in cyber protection—empowering people 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 someone who is ready to join our mission in creating a #CyberFit future!
As the Cloud Priority Support Engineer, you are the 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.
**WHAT YOU'LL DO**
- Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments
- Perform technical analysis of customer issues and define plan for fixing them
- Direct involvement with the product and engineering teams
- Provide technical advices to junior staff members and review technical results, evaluations and analyses
- Create Knowledge Base articles, best practice guides and other documentation
**WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)**
- Fluent English (both verbal and written, Upper Intermediate as minimum)
- Ability to describe the details on technical issues in all their complexity when needed
- 2 or more years of work experience in an applicable industry and role are a plus
- Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
- Responsible and quick to decide and act
- Network troubleshooting (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
- Windows Administrator
- Linux Administrator is a plus
- Virtualization experience is a plus
- Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
**WHO WE ARE**
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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