Corporate Cloud Expert Support Engineer

This is a fully remote position, open to applicants in Europe.

📋 Description

• Diagnose and resolve a variety of technical incidents for Acronis' corporate clients and partners across multiple software, networking, and hardware environments.

• Establish and nurture strong relationships with customers and partners.

• Collaborate with Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to effectively address complex technical customer challenges.

• Contribute to the training and mentoring of junior team members by imparting technical knowledge and best communication practices.

• Engage in the creation of documentation, knowledge bases, and technical articles related to Acronis' products.

• Maintain comprehensive knowledge of Acronis' operations and products to optimally support customer inquiries.

• Keep abreast of the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.).

⛳️ Requirements

• Over 2 years of experience in an advanced technical support capacity.

• Proficiency in English (both written and spoken).

• Windows Server - ability to collect and analyze various Windows logs and dumps, application-level troubleshooting using Procmon and Process Explorer.

• Linux/UNIX - skilled in application and configuration management, with strong command-line interface (CLI) proficiency. RedHat/Linux Foundation certifications are advantageous.

• Networking - experience with traffic analysis using Wireshark, tcpdump, and iperf. Proficient in troubleshooting network services such as DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, and HTTP servers. Cisco/Juniper certifications are a plus.

• Virtualization expertise - experience in managing and troubleshooting various enterprise-grade hypervisors, including VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.

• Business applications - experience in managing and troubleshooting enterprise-grade applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers.

• Strong communication skills and a focus on customer service.

• A passion for troubleshooting and the ability to devise efficient solutions for unusual issues.

• Capable of prioritizing and transitioning between a range of time-sensitive matters.

🏝️ Benefits

• Opportunities for professional development.

• Flexible work arrangements.