Technical Support Specialist

hace 2 días

Bogotá, Bogotá D.E., Colombia Acronis A tiempo completo

At Acronis, we are revolutionizing cyber protection by providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on.

We are seeking an experienced Technical Support Specialist to join our Americas Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services. This position offers an opportunity to become an expert engineer in troubleshooting Acronis' world-class cyber protection solution, Acronis Cyber Protect.

Key Responsibilities:
  • 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 a key role 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
Requirements:
  • 2+ years of experience in an advanced Tier 2 technical support role
  • Fluent English and Spanish (both written and verbal)
  • Experience and skills must include: Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer Linux/UNIX - application and configuration management, CLI power user, RHCSA/LFCS required, and RHCE/LFCE is a plus Networking - Wireshark, tcpdump, iperf, experience deploying and troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers and CCNA/JNCIA Virtualization expertise - deploying and managing various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo Business applications - MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers
  • Good communication skills and customer service focus.
  • Passion for troubleshooting and ability to come up with efficient solutions for unusual issues.
  • Ability to prioritize and switch between a variety of time-sensitive issues.

Acronis offers an estimated annual salary of $120,000 - $150,000 based on industry standards and the location of the Americas region.

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