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.
In this role, you will be responsible for working with customers to answer technical questions via email, phone and chat. You will work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources).
WHAT YOU'LL DO
- Provide technical support, configuration and troubleshooting of software-related inquiries via email, phone and chat for customers and partners.
- Perform technical analysis of customer problem and define plan for resolving it.
- Be responsible for building and maintaining strong relationships with customers and partners.
- Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
- Work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources).
- Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others).
- Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.
WHAT YOU BRING
- Fluent English language (both verbal and written, Upper Intermediate as a minimum).
- Fluent Spanish or Portuguese languages (both verbal and written, Upper Intermediate as a minimum).
- 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business).
- Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps).
- Ability to convey technical information effectively.
- Ability to analyze technical issues.
- Exceptional customer service approach and excellent analytical skills.
Nice to have
- Experience and knowledge of Linux/UNIX basics, CLI.
- Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters).
- Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).
*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.
