Expert Support Engineer

hace 4 semanas


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

We are seeking a highly skilled Expert Support Engineer to join our Americas Customer Support team. As a key member of our team, you will serve as the last line of support for our Home Office customers, troubleshooting complex and challenging incidents related to our products and services.

The ideal candidate will have a strong background in technical support, with experience in troubleshooting and resolving complex technical incidents. They will also possess excellent communication skills and a customer service focus.

The Expert Support Engineer will work closely with other internal teams to ensure Acronis is delivering the best products and services possible. They will also participate in developing documentation, knowledge base, and technical articles on Acronis' products.

Key responsibilities will include:

  • Troubleshooting and resolving various technical incidents for Acronis' corporate customers and partners.
  • Building and maintaining strong relationships with customers and partners.
  • Interacting with the Engineering and Business departments to efficiently resolve complex technical customer issues.
  • Participating in training and mentoring junior team members.
  • Maintaining deep knowledge of Acronis' operations and products.

Requirements include:

  • 2+ years of experience in an advanced Tier 2 technical support role.
  • Fluent English and Spanish (both written and verbal).
  • Experience and skills in Windows Server, Linux/UNIX, Networking, Virtualization, and Business Applications.
  • Good communication skills and customer service focus.
  • Passion for troubleshooting and ability to come up with efficient solutions for unusual issues.

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