Support Engineer

• Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments
• Perform initial triage and validation of MDR incidents to determine severity and impact
• Build and maintain strong relationships with customers and partners
• Interact with Engineering and Business departments to resolve complex technical customer issues
• Participate in developing documentation, knowledge base, and technical articles on Acronis products.

Cyber Expert Support Engineer

• Deliver reliable and high-quality technical support across the Milestone product portfolio to Milestone Business Partners.
• Act as a trusted technical advisor by empowering the Milestone community and continuously expanding their expertise in implementing, operating, and maintaining Milestone solutions.
• Serve as the primary point of contact for technical inquiries and incidents via phone, chat, and web-based support channels.
• Analyze and troubleshoot Frontline support cases, ensuring timely resolution or appropriate escalation to the Backline team when required.
• Collaborate closely with internal teams to ensure effective case handling and knowledge sharing across support levels.
• Perform all support activities in accordance with defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Technical Support Professional, French

• Configure and integrate new acquirers and payment providers into the payment orchestration environment;
• Set up provider credentials, API access, routing logic, and payment methods within the platform;
• Create and maintain merchant accounts, ensuring accurate onboarding and production readiness;
• Guide merchants through technical go-live processes, including API integration and payment setup validation;
• Advise clients on the most suitable integration models, including Host-to-Host (H2H), hosted payment pages, and API-based solutions;
• Act as the primary technical contact for merchants after launch, handling integration-related incidents and operational support;
• Troubleshoot payment processing issues, webhook failures, routing inconsistencies, tokenisation challenges, and 3DS-related errors;
• Collaborate with payment providers and external partners to resolve technical incidents and minimise downtime;
• Monitor live integrations and proactively identify anomalies, performance risks, or configuration issues;
• Maintain clear technical documentation covering integrations, workflows, recurring issues, and support procedures.

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Cyber Expert Support Engineer

Technical Support Professional, French

Merchant Integration & Technical Support Manager