Cloud Priority Support Engineer

Acronis is revolutionizing cyber protection by 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 #CyberFit future and protect all data, applications, and systems across any environment.

As the Cloud Priority Support Engineer, you will be the main support technical expert for specific Acronis products or services. Your responsibilities include resolving customer technical incidents using your expertise and collaborating extensively with Acronis Engineering departments. You'll craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), and communicate with customers to ensure their complete satisfaction.

Key Responsibilities:

• Focus on fast and effective technical issue troubleshooting involving various software, networking, and hardware environments
• Perform technical analysis of customer issues and define plans for fixing them
• Direct involvement with 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

Required Qualifications:

• Fluent English (both verbal and written, Upper Intermediate as minimum)
• Ability to describe technical issues in detail and complexity when needed
• 2 or more years of work experience in an applicable industry and role
• Great communication skills and customer focus
• Ability to prioritize and switch between various time-sensitive issues
• Network troubleshooting skills (Wireshark, tcpdump, iperf; experience with DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
• Windows Administrator experience
• Familiarity with business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
• Passion for troubleshooting and ability to develop efficient solutions for unusual issues

Preferred Qualifications:

• Linux Administrator experience
• Virtualization experience

Join Acronis, a Swiss company founded in Singapore in 2003, with a global presence and a focus on innovation and positive impact. We offer a dynamic work environment where each team member plays a crucial role in our success. If you excel in fast-paced, global environments and have a never-give-up attitude, we want you to be part of our A-Team!