Support Engineer – Tier 3 (Technology)
Certisign
GrafanaJava
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
