Job Description
Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload that businesses and lives depend on, we’ve built the industry’s only all-in-one solution. We are looking for an experienced Technical Expert Support Engineer to join our Global Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services. The Expert Support Engineer will serve as the last line of support for our customers and will focus on troubleshooting the more complex issues escalated by other support teams. This position offers an opportunity to become an expert engineer in troubleshooting Acronis ' world-class cyber protection solution, Acronis Cyber Protect. We expect all of our Expert Support Engineer's to deliver excellence in both technical expertise and customer service. They will also work closely with other internal teams to ensure Acronis is delivering the best products and services possible. WHAT YOU'LL DO 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
