Cloud Priority Support Engineer Needed

I'm looking for a Cloud Priority Support Engineer. As the Cloud Priority Support Engineer, you will be main support technical expert in Acronis Cyber Protect Cloud. Be the person responsible for resolving the customers' technical incidents using your own expertise and extensive cooperation with the Company's Engineering departments. Craft email solutions, submit bug reports, coordinate complex tasks with other teams (Engineering, QA, DCO, Product Management), communicate with the customers to their complete satisfaction.

RESPONSIBILITIES:

Troubleshoot both software and hardware for complex scenarios, direct access to the infrastructure in both Acronis and customers' environments

Perform technical analysis of customer issues and define plan for fixing them

Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)

Direct involvement with the product and engineering teams

Provide technical advice to junior staff members and review technical results, evaluations and analyses

Create Knowledge Base articles, best practice guides and other documentation

SKILLS & EXPERIENCE:

Fluent English (both verbal and written, Upper Intermediate as minimum)

Ability to describe the details on technical issues in all their complexity when needed

4 or more years of work experience in an applicable industry and role

Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues

Responsibility and incident management

Network professional (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)

Windows Server professional (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) or Linux/UNIX professional (application and configuration management; RHCSA as a baseline; CLI power user)

Virtualization professional (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters) is a plus

Business applications professional (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)

Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues

Atlassian Jira Informatikai biztonság Salesforce.com

Projektazonosító: #38907207

A projektről