Acronis

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Frontline Support Specialist to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 
As a Cloud Frontline Support Specialist you will be responsible for supporting MSPs, partners and customers of Acronis, and resolving Acronis Cyber Platform technical incidents with the help of available resources (Knowledge base, public and internal documentation), your own expertise and cooperation with colleagues within Support organization. You will craft solutions and deliver initial product setup, perform initial issue troubleshooting, escalate issues to the next Support level, communicate with MSPs to their complete satisfaction.
WHAT YOU'LL DO
<ul>
<li>Answer how-to questions and customer care requests related to Acronis Cyber Platform</li>
<li>Work on resolving various technical incidents for the MSPs involving Acronis products</li>
<li>Perform technical analysis of a technical issue and define an action plan for fixing it</li>
<li>Be responsible for building and maintaining strong relationships with partners</li>
<li>Maintain deep knowledge of Company operations to support partners’ requests effectively</li>
<li>Interact with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems</li>
<li>Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS)
<ul>
<li>Fluent English (both oral and written) required</li>
<li>Fluent in Cantonese</li>
<li>1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business)</li>
<li>Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues</li>
<li>Hands-on experience administering Windows Server (know how to gather and analyze various Windows logs and dumps)</li>
<li>Knowledge of Linux/UNIX basics, CLI – as a strong plus</li>
<li>Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) – as a strong plus</li>
<li>Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) – as a strong plus</li>
<li>Passion for troubleshooting, ability to come up with efficient solutions for complex cross-platform issues</li>
</ul>
*Please submit your resume and application in English
WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances. 
#L1-WC1

Kuala Lumpur

Cloud Software Support Specialist

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Partner Success Manager to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. 
As the Cloud Partner Success Manager, you will bring experience in Account Management and have a passion for Data Protection and Cyber Security. You will work as part of the Inside Sales Channel Management organization and aligned with a portfolio of service providers utilizing Acronis Cyber Protect Cloud. Your main goals as the Cloud PSM will be to drive Annual Recurrent Revenue growth through account planning with dedicated partners, increase adoption of new services, retain a partner and create best in class partner experience which is the key differentiator of Acronis.
WHAT YOU'LL DO
<ul>
<li>Make a territory analysis and planning for dedicated geographies to identify top potential partners, develop relationship with key decision makers on partner side and maintain a regularity/frequency of contact with every partner depending on priority</li>
<li>Align with Acronis Cloud Distributors for joint activities for channel enablement and drive quarter over quarter cloud revenue growth working through assigned partners</li>
<li>Train new and existing partners with existing and new products, support new partners on daily basis on business and technology development, and guide them through onboarding and enablement stage equipping with all needed knowledge, resources and tools</li>
<li>Perform account planning with all managed partners with level of certain details depending on partner’s engagement, loyalty and responsiveness</li>
<li>Motivate and enable partners to sell Acronis services to existing customer base of the partner, attract new customers to partner and help to retain existing customer to partner</li>
<li>Drive partner’s satisfaction and acting as a trusted advisor and single point of contact throughout the entire partner lifecycle</li>
<li>Drive successful upsell/cross sell initiatives with partner to increase new services attach rate</li>
<li>Engage and orchestrate all needed internal resources to help dedicated partners’ growth, including Presales and Technical support teams</li>
<li>Profile every managed partner on vendors and tools they sell/use putting all information into Partner Passport. Every CSP Passport should have not less than 80% fields filled out</li>
<li>Know partner’s lifecycle management and be able to lead a partner along it through a set of regular activities focused on educating, evangelizing, making committed</li>
<li>Key KPIs: Total Revenue from signed partners, churn rate (% of partners leaving the program), number of Acronis services sold through the partner</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS) 
<ul>
<li>Equivalent industry experience</li>
<li>Channel sales\ Partner account manager \ Channel development position within a software vendor, with a minimum of 5+ years sales and marketing experience in the software industry</li>
<li>In depth channel and field sales experience with understanding of cloud market business model</li>
<li>Strong presentation, communication and planning skills</li>
<li>Native/fluent English + any local language</li>
</ul>
WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances. 
#L1-WC1

Cloud Partner Success Manager (APAC)

Acronis is a world leader in cyber protection—empowering people with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for someone who is ready to join our mission in creating a #CyberFit future!
As the Cloud Priority Support Engineer, you are the main support technical expert in specific Company’s products or services. Be the person responsible for resolving the customers’ technical incidents using your own expertise and extensive cooperation with the Company’s Engineering departments. Craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up
WHAT YOU'LL DO
<ul>
<li>Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments</li>
<li>Perform technical analysis of customer issues and define plan for fixing them</li>
<li>Direct involvement with the product and engineering teams</li>
<li>Provide technical advice to junior staff members and review technical results, evaluations and analyses</li>
<li>Create Knowledge Base articles, best practice guides and other documentation</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS)
<ul>
<li>Fluent English (both verbal and written, Upper Intermediate as minimum)</li>
<li>Ability to describe the details on technical issues in all their complexity when needed</li>
<li>2 or more years of work experience in an applicable industry and role are a plus</li>
<li>Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues</li>
<li>Responsible and quick to decide and act</li>
<li>Network troubleshooting (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)</li>
<li>Windows Administrator</li>
<li>Linux Administrator is a plus</li>
<li>Virtualization experience is a plus</li>
<li>Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)</li>
<li>Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues</li>
</ul>
WHO WE ARE
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution.  This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
#LI-WC1

Cloud Priority Support Engineer

Acronis is a world leader in cyber protection—empowering people with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for someone who is ready to join our mission in creating a #CyberFit future!
As the Cloud Priority Support Engineer, you are the main support technical expert in specific Company’s products or services. Be the person responsible for resolving the customers’ technical incidents using your own expertise and extensive cooperation with the Company’s Engineering departments. Craft solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up
WHAT YOU'LL DO
<ul>
<li>Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments</li>
<li>Perform technical analysis of customer issues and define plan for fixing them</li>
<li>Direct involvement with the product and engineering teams</li>
<li>Provide technical advices to junior staff members and review technical results, evaluations and analyses</li>
<li>Create Knowledge Base articles, best practice guides and other documentation</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS) 
<ul>
<li>Fluent English (both verbal and written, Upper Intermediate as minimum)</li>
<li>Ability to describe the details on technical issues in all their complexity when needed</li>
<li>2 or more years of work experience in an applicable industry and role are a plus</li>
<li>Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues</li>
<li>Responsible and quick to decide and act</li>
<li>Network troubleshooting (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)</li>
<li>Windows Administrator</li>
<li>Linux Administrator is a plus</li>
<li>Virtualization experience is a plus</li>
<li>Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)</li>
<li>Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues</li>
</ul>
*Please submit your resume and application in English
WHO WE ARE
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution.  This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
#LI-WC1

Acronis is a world leader in cyber protection—empowering people with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for someone who is ready to join our mission in creating a #CyberFit future!
As a Technical Lead, you are the Subject Matter Expert whose primary objective is to improve the Team's technical knowledge. He or she works closely with every Team member (with specific focus on knowledge outliers and new hires) to establish and eliminate knowledge gaps and to share troubleshooting best practice
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up
WHAT YOU'LL DO
<ul>
<li>Improve and maintain Acronis Support Engineers technical knowledge to improve customer experience and achieve Acronis Support goals, including but not limited to CSAT and Quality.</li>
<li>Be responsible for mentoring the new hires, introducing them to the work processes and sharing best practices for troubleshooting and handling cases.</li>
<li>Perform shadowing and Side-by-Side sessions.</li>
<li>Prepare and lead Technical Team Huddles, covering the new releases, Readiness Information Announcements, volume drivers, joint post-mortem cases discussion, errors from the real cases, best practices for cases management, Q&amp;A sessions and other topics.</li>
<li>Host technical 1-1 feedback sessions with Engineers.</li>
<li>Perform daily scrubs of cases with provided solutions, including adding the action plan to case comments and providing the daily feedback to the Support Engineers on missed opportunities.</li>
<li>Prepare analytical reports to the managers on a weekly and monthly basis covering the overall knowledge situation across the Team and action plan to improve it.</li>
<li>Arrange monthly advanced technical trainings for all Support Engineers, including in-depth case studies.</li>
<li>Ensure integrity, strong work ethic, and high quality on the team through communicating issues and actionable items to the manager.</li>
<li>Handle projects and assignments focused on driving improvements within service delivery, the tools, or processes used within Support organization.</li>
<li>Provide real time assistance for the cases to Support Engineers, including live media: chats, calls, remote sessions.</li>
<li>Provide direct support to High value and very important customers.</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS)
<ul>
<li>Bachelor or Master Degree, or equivalent professional experience;</li>
<li>2-3 years of experience in a customer service environment;</li>
<li>Proven technical skills in Acronis products and services, including advanced software and system troubleshooting experience;</li>
<li>Ability to nurture talent by providing regular performance feedback, coaching others in the development of their skills, and by effectively confronting problem performers directly;</li>
<li>Excellent communication and presentation skills, creating an environment in which people communicate honestly and openly and information is readily shared;</li>
<li>Strong relationship building skills: develop and maintain constructive relationships with others and manages disagreements effectively;</li>
<li>Basic knowledge of data reporting and analytic tools and technologies;</li>
<li>Strong drive for results. Able to demonstrate a sense of urgency and strong commitment to achieving goals;</li>
<li>Ability to foster a sense of teamwork and cross functional collaboration;</li>
<li>Ability to gain the confidence and trust of others through principled leadership and sound business ethics;</li>
<li>Pursue self-development by actively developing own skills and capabilities to enhance performance and to achieve personal and organizational success;</li>
<li>Able to adapt and succeed in a changing environment;</li>
<li>Flexibility and commitment to travel and work away from home across different geographical locations as required.</li>
</ul>
*Please submit your resume and application in English
WHO WE ARE

Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution.  This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.
#LI-WC1

Cloud Frontline Support Technical Lead

Apply to Cyber Security Jobs in Kuala Lumpur in companies remotely and near you. New Cyber Security Jobs in Kuala Lumpur added daily.

Job Position and Company	Location	Tags	Posted
Cloud Software Support Specialist at Acronis	Remote Full Time Windows
Cloud Partner Success Manager (APAC) at Acronis	Remote Full Time Manager
Cloud Priority Support Engineer at Acronis	Remote Full Time Administrator Windows
Cloud Priority Support Engineer at Acronis	Remote Full Time Administrator Windows
Cloud Frontline Support Technical Lead at Acronis	Remote Full Time Manager

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