Acronis

Corporate Cloud Support Engineer

Acronis

full-time

Posted on:

Origin:  • 🇧🇷 Brazil

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Job Level

JuniorMid-Level

Tech Stack

CitrixCloudCyber SecurityDNSLinuxMySQLOracleSQLUnixVMware

About the role

  • Act as final escalation point for the most complex incidents related to Acronis products and services
  • Troubleshoot and resolve advanced technical incidents across software, networking, and hardware environments for corporate customers and partners
  • Build and maintain strong relationships with customers and partners
  • Interact and collaborate with Engineering (Development, QA, Data Center Operations) and Business (Professional Services, Product Management) teams to efficiently resolve complex technical customer issues
  • Train and mentor junior team members by sharing technical expertise and best communication practices
  • Participate in developing documentation, knowledge base, and technical articles on Acronis products
  • Maintain deep knowledge of Acronis operations and products and stay up to date on industry trends (Cloud, Storage, Virtualization, Business Applications)

Requirements

  • 2+ years of experience in an advanced technical support role
  • Fluent English (both written and verbal)
  • Windows Server: gather and analyze Windows logs and dumps; application-level troubleshooting with Procmon and Process Explorer
  • Linux/UNIX: application and configuration management; CLI power user; RedHat/Linux Foundation certifications are a plus
  • Networking: analyze traffic with Wireshark, tcpdump, iperf; troubleshoot DHCP, DNS, VPN (L2TP/IPSEC/Open VPN), HTTP servers; Cisco/Juniper certifications are a plus
  • Virtualization: manage and troubleshoot VMware ESXi, Microsoft Hyper-V, KVM, Virtuozzo
  • Business applications: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers
  • Good communication skills and customer service focus
  • Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues
  • Ability to prioritize and switch between a variety of time-sensitive issues
  • Submit your resume and application in English
  • Full criminal, education and identification background check required for new hires