About the role

Aplyr's Quick Take

This role is about providing remote technical support for Acronis products, focusing on troubleshooting complex issues related to software, networking, and hardware. It's an individual contributor position that requires strong communication skills and the ability to work in a fast-paced environment.

Good fit

Ideal candidates have a background in technical support or IT, with experience in network troubleshooting and familiarity with various business applications. Those who thrive here are proactive problem solvers who enjoy collaborating and mentoring others.

Worth noting

The role emphasizes building strong customer relationships and staying updated on industry trends, which may appeal to those looking for a dynamic work environment. However, the spec is vague on day-to-day responsibilities, which could be a concern for some applicants.

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, we’ve built the industry’s only all-in-one solution.

As the Cloud Priority Support Engineer, you will provide remote technical support for Acronis products, ensuring customers’ environments operate smoothly and securely. You will partner with users to troubleshoot and resolve complex issues, guide them through diagnostics, and collaborate with internal teams to deliver timely, high-quality solutions.

This is an exciting opportunity for someone who enjoys collaborating with others to help them solve complex challenges, is a creative thinker, enjoys dynamic work, is a strong communicator, and thrives in a fast-paced environment.

WHAT YOU'LL DO

Work on resolving various technical incidents for the 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

WHAT YOU BRING

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

Would be considered plus if you have:

2+ years of work experience in an applicable industry and role
Linux experience
Awareness of Virtualization

*Please submit your resume and application in English

WHO WE ARE

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 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 centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.

OUR INTERVIEW PRACTICES

To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance. Interviews are designed to assess individual skills, experience, and communication style, and we value authentic, real-time interaction.

Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks

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.

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Aplyr's read

Acronis is a key player in cyber protection, attracting tech-savvy professionals passionate about data security and innovative backup solutions.
Synthesized from recent postings & public sources

What's promising

•Acronis offers a diverse range of roles, indicating growth and opportunity for career advancement.
•The company is a leader in cybersecurity, a sector with increasing global importance and demand.
•Acronis invests in cutting-edge technologies like machine learning and threat detection, appealing to tech enthusiasts.

What to watch

•The cybersecurity market is highly competitive, posing challenges for sustained differentiation.
•Rapid technological advancements require continuous learning, which may be demanding for some employees.
•Limited public information about company culture and work-life balance may concern potential applicants.

Why Acronis

•Acronis combines cybersecurity with data protection, offering comprehensive solutions beyond traditional backup services.
•The company emphasizes innovation in threat detection, setting it apart in the cybersecurity landscape.
•Acronis's global presence allows for diverse career opportunities across various regions and specialties.

Aplyr’s read is generated by AI from public sources. Was it useful?