Home Cloud Expert Support Engineer, German

October 26

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Acronis

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Cybersecurity • SaaS • B2B

Acronis is a cyber protection company that provides integrated backup, disaster recovery, and cybersecurity solutions delivered as cloud-native and on-premises software. It offers endpoint protection (EDR/XDR), anti-malware, email and Microsoft 365 protection, RMM and PSA tools, and MSP-focused multi-tenant management to enable service providers and businesses to detect, respond, and recover from cyberthreats. Acronis operates globally with compliant data centers, certifications, and a platform designed to consolidate backup, security, and IT management into a single solution.

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

📋 Description

• Troubleshoot and resolve various technical incidents for Acronis' consumer and small business customers across various software, networking, and hardware environments • Build and maintain strong relationships with customers • Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues • Participate in developing documentation, knowledge base, and technical articles on Acronis' products • Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way

🎯 Requirements

• 2+ years of experience in an advanced Tier 2 technical support role • Fluent English and German (both written and verbal) • Windows - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer • Mac – advanced user experience, knowledge of zsh/shell, basic application troubleshooting via Console and syslog • Networking - Wireshark, tcpdump, iperf • Good communication skills and customer service focus. • Passion for troubleshooting and ability to come up with efficient solutions for unusual issues. • Ability to prioritize and switch between a variety of time-sensitive issues.

🏖️ Benefits

• Health insurance • Professional development opportunities