Job Description

Roles & Responsibilities

Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments.

Build and maintain strong relationships with customers and partners

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.

Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices.

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.

Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.).

WHAT YOU BRING

• 2+ years of experience in an advanced technical support role
• Fluent English (both written and verbal).
• Experience and skills must include:
• Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
• Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.
• Networking - analyzing the traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.
• Virtualization expertise - managing and troubleshooting various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.
• Business applications - managing and troubleshooting various enterprise-grade hypervisors such as, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers
• Good communication skills and customer service focus.
• Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.

Desired Candidate Profile

Experience and skills must include:

• Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
• Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.
• Networking - analyzing the traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.
• Virtualization expertise - managing and troubleshooting various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.
• Business applications - managing and troubleshooting various enterprise-grade hypervisors such as, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers

Good communication skills and customer service focus.

Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues.

Ability to prioritize and switch between a variety of time-sensitive issues.