Corporate Cloud Expert Support Engineer

Acronis

• 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 a 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.