Remote Expert Support Engineer - Home Cloud Products

Description:

• Acronis is seeking an Expert Support Engineer to join their Americas Customer Support team.
• The role involves resolving complex incidents related to Acronis' products and services for Home Office customers.
• The Expert Support Engineer will serve as the last line of support and focus on troubleshooting complex issues escalated by other support teams.
• Responsibilities include troubleshooting technical incidents across various software, networking, and hardware environments.
• The position requires building and maintaining strong relationships with customers and partners.
• The engineer will interact with various internal departments to efficiently resolve technical customer issues.
• The role includes training and mentoring junior team members by sharing technical expertise and best communication practices.
• Participation in developing documentation, knowledge base, and technical articles on Acronis' products is expected.
• The engineer must maintain deep knowledge of Acronis' operations and products to support customer requests effectively.
• Staying updated on the latest industry changes, 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.
• Good technical expertise in Windows Server, including analyzing various logs and experience with troubleshooting tools like Procmon and Process Explorer is preferred.
• Networking skills, including packet, performance, routing, and connectivity analysis, with experience in tools like Wireshark, tcpdump, and iperf is a plus.
• Advanced knowledge of virtualization solutions such as VMware ESXi, Microsoft Hyper-V, and KVM is necessary.
• Strong communication skills and a 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 and respect.
• The company provides opportunities to contribute positively to the community and the lives of employees.
• Acronis is an equal opportunity employer, ensuring fair consideration for all qualified applicants.