Cloud Priority Support Engineer - Spanish

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May 29

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Acronis

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Cybersecurity • SaaS • Enterprise

Acronis is a global leader in cyber protection, offering integrated solutions for data backup, cybersecurity, and disaster recovery for businesses and service providers. The company is recognized for its comprehensive security capabilities, including managed detection and response (MDR), AI-powered email and cloud application security, and advanced endpoint management. Acronis also provides training and certifications for managed service providers (MSPs), enhancing their cybersecurity skills and knowledge.

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $250M Private Equity Round on 2022-07

📋 Description

• As a the Cloud Priority Support Engineer, you will function as the main technical support expert in Acronis’ products and services. • You will resolve the customers’ technical incidents using your own expertise and collaboration with the Acronis’ Engineering, QA, DCO and Product Management departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams and communicate with the customers to their complete satisfaction. • Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments • Responsible for building and maintaining strong relationships with customers able to thrive in the ever-changing work environment • Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). • Maintain deep knowledge of Company operations to support client requests effectively • Interact with various departments to analyze and resolve problems • Provide technical advice to junior staff members and review technical results, evaluations and analyses. • Provide for the development of junior staff within the work group through mentoring and technical guidance • Develop documentation regarding installation, upgrades, support, and compatibility issues

🎯 Requirements

• Fluent English and Spanish (both verbal and written, Upper Intermediate as minimum) • Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers • Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) • Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) • Ability to describe the details on technical issues in all their complexity when needed • Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues • Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues • Would be considered plus if you have: 2+ years of work experience in an applicable industry and role • Linux experience • Awareness of Virtualization *Please submit your resume and application in English