Cloud Support Engineer – APAC

Job Description

Provide remote technical support for Acronis products and troubleshoot complex issues. Collaborate with teams to deliver solutions while ensuring customer environments operate securely. Work on resolving various technical incidents for Company’s customers involving various software, networking, and hardware environments. Responsible for building and maintaining strong relationships with customers, able to thrive in the ever-changing work environment. Stay abreast of the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). Maintain deep knowledge of Company operations to support client requests effectively. Interact with various departments to analyze and resolve problems. Provide technical advice to junior staff members and review technical results, evaluations, and analyses. Provide for the development of junior staff within the work group through mentoring and technical guidance. Develop documentation regarding installation, upgrades, support, and compatibility issues.

Qualifications

1. Fluent English (both verbal and written, Upper Intermediate as minimum) 2. Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers 3. Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) 4. Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) 5. Ability to describe the details on technical issues in all their complexity when needed 6. Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues 7. Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues.

Benefits

- Health insurance - Professional development