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.)

2+ years of experience in an advanced technical support role
Fluent English (both written and verbal)
Additional languages known are a plus (Spanish, French, Portuguese, German)
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
Security – analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/XDR incidents, data leaks
Cyber security certifications (e.g. CompTIA Security+) 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.

Cyber Expert Support Engineer

Key skills