Remote Expert Support Engineer - Home Cloud Products

Description:

• Acronis is seeking an Expert Support Engineer to join their Americas Customer Support team, focusing on resolving complex incidents related to their Home Cloud Products.
• The role involves troubleshooting and resolving various technical incidents for corporate customers and partners across software, networking, and hardware environments.
• The Expert Support Engineer will serve as the last line of support for Home Office customers, addressing complex issues escalated by other support teams.
• Responsibilities include building and maintaining strong relationships with customers and partners, interacting with various internal departments to resolve technical issues, and mentoring junior team members.
• The position requires participation in developing documentation, knowledge bases, and technical articles on Acronis' products.
• Staying updated on the latest industry trends and technological advancements is essential.

Requirements:

• Candidates must be fluent in English, both written and verbal; additional languages are a plus.
• A minimum of 2 years of experience in a L2-L3 technical support or system administrator role is required.
• Strong technical expertise in Windows Server, including analyzing logs and using troubleshooting tools like Procmon and Process Explorer.
• Proficiency in networking, including packet analysis, performance, routing, and troubleshooting skills, with experience in tools like Wireshark, tcpdump, and iperf being a plus.
• Advanced knowledge of virtualization solutions such as VMware ESXi, Microsoft Hyper-V, and KVM is necessary.
• Good communication skills and a strong customer service focus are essential.
• A passion for troubleshooting is required.

Benefits:

• Acronis offers a dynamic and innovative work environment that encourages personal and professional growth.
• Employees are part of a global team that values mutual trust, respect, and the belief in making a positive impact.
• The company provides opportunities for training and mentoring, enhancing technical expertise and communication skills.
• Acronis is committed to diversity and inclusion, ensuring equal opportunity for all qualified applicants.