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 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

• Answer how-to questions and customer care requests related to Acronis Cyber Platform
• Work on resolving various technical incidents for the MSPs involving Acronis products
• Perform technical analysis of a technical issue and define an action plan for fixing it
• Be responsible for building and maintaining strong relationships with partners
• Maintain deep knowledge of Company operations to support partners’ requests effectively
• Interact with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems
• Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (both oral and written) required
• Fluent in Cantonese
• 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business)
• Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
• Hands-on experience administering Windows Server (know how to gather and analyze various Windows logs and dumps)
• Knowledge of Linux/UNIX basics, CLI – as a strong plus
• Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) – as a strong plus
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) – as a strong plus
• Passion for troubleshooting, ability to come up with efficient solutions for complex cross-platform issues

*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. 

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