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
Focus on fast and effective technical issues troubleshooting involving various software, networking and hardware environments
Perform technical analysis of customer issues and define plan for fixing them
Direct involvement with the product and engineering teams
Provide technical advice to junior staff members and review technical results, evaluations and analyses
Create Knowledge Base articles, best practice guides and other documentation
WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)
Fluent English (both verbal and written, Upper Intermediate as minimum)
Ability to describe the details on technical issues in all their complexity when needed
2 or more years of work experience in an applicable industry and role are a plus
Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
Responsible and quick to decide and act
Network troubleshooting (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
Windows Administrator
Linux Administrator is a plus
Virtualization experience is a plus
Business applications (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
