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Cloud Technical Support Engineer

Atlanta, Georgia, United StatesAtlantaGeorgiaUnited StatesNorth AmericaJuly 19, 2024

Acronis is a world leader in cyber protection—empowering people by providing them 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 a Cloud Technical Support Engineer who is ready to join us in creating a #CyberFit future and protecting the digital world!

As the Cloud Technical Priority Support Engineer, you will support Acronis’ MSP's, partners, and customers in NAM, and function as the main technical support expert for Acronis’ cloud products and services. You will be responsible for resolving technical incidents, crafting solutions, submitting bug reports, coordinating complex tasks with other teams (Engineering, QA, DCO, Product Management, etc.), and communicating with 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:

  • Troubleshoot and resolve various technical incidents for Acronis’ corporate Cloud customers and partners involving various software, networking, and hardware environments
  • Build and maintain strong relationships with customers and partners
  • Interact with various departments to efficiently resolve complex technical customer issues
  • Provide technical advice and help train and mentor junior team members by sharing your technical expertise and best practices
  • Maintain deep knowledge of Acronis’ operations and products to support client requests in the best possible way
  • Stay up to date with the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
  • Develop documentation regarding installation, upgrades, support, and compatibility issues

WHAT YOU BRING:

  • 1+ years of experience in technical support role
  • Experience working in applications support / security support, MSP, MSSP is a plus
  • One or more of the following:
    • Network expertise - knowledge in Wireshark, tcpdump, iperf; experience with deploying and troubleshooting network services like DHCP, DNS, VPN; network routing and switching management; CCNA/JNCIA as baseline
    • Windows Server expertise - knowledge in gathering and analyzing various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer
    • Virtualization expertise - knowledge in deploying and managing various enterprise-grade hypervisors: VMware ESXi / Microsoft Hyper-V / KVM / Virtuozzo
    • Business applications expertise - administrator experience with one or more of the following: Active Directory, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, HTTP servers)
    • Storage systems expertise - knowledge in backend storage configuration and troubleshooting for NFS, iSCSI, S3, NetApp; iLO / iDRAC / IMPI power user; general knowledge of hardware troubleshooting for the enterprise grade servers: Dell, HP, Super Micro)
    • Linux/UNIX expertise (application and configuration management; CLI power user; RHCSA as baseline; RHCE is a plus)
  • Good communication skills and customer 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
  • Fluent English, both written and verbal

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.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities in which we live. Mutual trust, respect, personal achievement, individual leadership, and a belief that we can contribute to the world everyday are the cornerstones of the Acronis Team.

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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