Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for an Expert Support Engineer who is ready to join us in creating a #CyberFit future and protecting the digital world!

We are looking for an experienced Technical Expert Support Engineer to join our Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services. The Expert Support Engineer will serve as the last line of support for our Home Cloud customers and will focus on troubleshooting the more complex issues escalated by other support teams. This position offers an opportunity to become an expert engineer in troubleshooting Acronis' world-class cyber protection solution, Acronis True Image. We expect all of our Expert Support Engineer's to deliver excellence in both technical expertise and customer service. They will also work closely with other internal teams to ensure Acronis is delivering the best products and services possible.

WHAT YOU'LL DO

• Troubleshoot and resolve various technical incidents for Acronis' consumer and small business customers across various software, networking, and hardware environments
• Build and maintain strong relationships with customers
• 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
• 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

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS) 

• 2+ years of experience in an advanced Tier 2 technical support role
• Fluent English and German (both written and verbal)
• Windows - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
• Mac – advanced user experience, knowledge of zsh/shell, basic application troubleshooting via Console and syslog