Corporate Cloud Expert Support Engineer

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on.We are looking for an Expert Support Engineer who is ready to join us in creating a #CyberFit future and protecting the digital worldThe Technical Expert Support Engineer will be part of our Global Customer Support team, acting as the final escalation point for the most complex incidents related to Acronis products and services.In this role, you will troubleshoot advanced issues escalated from other support levels, requiring deep technical expertise and strong problem-solving skills.This position offers the opportunity to further develop your engineering capabilities while working with Acronis Cyber Protect, our world-class cyber protection solution.Beyond resolving technical challenges, you will collaborate closely with internal teams to continuously improve our products and services, ensuring customers receive both outstanding support and exceptional serviceWhat You'll DoTroubleshoot 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 partnersInteract 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.).Who We're Looking For2+ years of experience in an advanced technical support roleFluent 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 ExplorerLinux/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 serversGood 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.Please submit your resume and application in EnglishWho You AreDetail-oriented, organized, and motivated to learnHands-on, dependable, and results-driven, with a strong sense of ownershipCollaborative and team-focused, committed to supporting colleagues and building positive working relationshipsAdaptable and resilient, able to handle shifting priorities, never give up attitudeWho We AreAcronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users.Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity.We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments.A Swiss company founded in Singapore in ****, Acronis offers over twenty years of innovation with 15 offices worldwide and more than **** employees in 50+ countries.Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve.Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team.Each member of our "A-Team" plays an instrumental role in driving the success of our innovative and expanding business.We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.Our Interview PracticesTo maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts.Our interview process is designed to assess your individual skills, experiences, and communication style.We value authenticity and want to ensure we're getting to know you—not a digital assistant.To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.Use of AI-generated responses or third-party support during live interviews may be grounds for disqualification from the recruitment process and a full criminal, education and identification background check is required for all new hires.Acronis is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.