Acronis

Cloud Priority Support Engineer

Acronis

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

CitrixDNSMySQLOracleSQL

About the role

  • Provide remote technical support for Acronis products, ensuring customers’ environments operate smoothly and securely
  • Partner with users to troubleshoot and resolve complex issues, guide them through diagnostics
  • Collaborate with internal teams to deliver timely, high-quality solutions
  • Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments
  • Build and maintain strong relationships with customers
  • Stay abreast of the latest changes, trends and technological advancements in the industry
  • Maintain deep knowledge of Company operations to support client requests effectively
  • Interact with various departments to analyze and resolve problems
  • Provide technical advice to junior staff members and review technical results, evaluations and analyses
  • Provide for the development of junior staff within the work group through mentoring and technical guidance
  • Develop documentation regarding installation, upgrades, support, and compatibility issues

Requirements

  • Fluent English (both verbal and written, Upper Intermediate as minimum)
  • Spanish or Portuguese fluency is a plus
  • Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers
  • Windows Server experience
  • Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
  • Ability to describe the details on technical issues in all their complexity when needed
  • Great communication skills and customer focus
  • Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work arrangements
  • Professional development
  • Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
network troubleshootingWiresharktcpdumpiperfDHCPDNSL2TP/IPSECOpen VPNWindows Serverbusiness applications
Soft skills
communication skillscustomer focusmentoringproblem-solvingcollaborationtechnical guidancerelationship buildingdiagnosticstechnical advicepassion for troubleshooting