Cloud Priority Support Integration Engineer

Acronis

87d

About The Position

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Support Priority Engineer who speaks Spanish to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment. As the Cloud Priority Support Integration 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.

Requirements

• Fluent English (both verbal and written, Upper Intermediate as minimum). Spanish or Portuguese fluency is a plus.
• 2+ years experience with API headers and requests, as well as troubleshooting issues related to API.
• Experience working with 1st and 3rd party integrations to a SaaS product.
• 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.

Nice To Haves

• 2+ years of work experience in an applicable industry and role.
• Linux experience.
• Virtualization experience.
• MSP experience.

Responsibilities

• Function as the main technical support expert in Acronis’ products and services, especially around API/Integration usage.
• Resolve the customers’ technical incidents using your own expertise and collaboration with the Acronis’ Engineering, QA, DCO and Product Management departments.
• Craft solutions, submit bug reports, coordinate complex tasks with other teams and communicate with the customers to their complete satisfaction.
• Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments.
• Focus on API/Integration related cases and act as a subject matter expert on all things Acronis API/Integration.
• Write scripts for internal and external use (Python, API, Powershell).
• Build and maintain strong relationships with customers.
• 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 This Job Offers

• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees