[Hiring] Software Support Specialist @Acronis

Role Description

In this role, you will be responsible for working with customers to answer technical questions via email, phone, and chat. You will work closely with the Expert team to answer Customers’ technical questions (act as liaison between the customer and internal Acronis resources).

• Provide technical support, configuration, and troubleshooting of software-related inquiries via email, phone, and chat for customers and partners.
• Perform technical analysis of customer problems and define a plan for resolving them.
• Be responsible for building and maintaining strong relationships with customers and partners.
• Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
• Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality, and others).
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.

Qualifications

• Fluent English language (both verbal and written, Upper Intermediate as a minimum).
• Fluent Spanish or Portuguese languages (both verbal and written, Upper Intermediate as a minimum).
• 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business).
• Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps).
• Ability to convey technical information effectively.
• Ability to analyze technical issues.
• Exceptional customer service approach and excellent analytical skills.

Requirements

• Experience and knowledge of Linux/UNIX basics, CLI (nice to have).
• Awareness of modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) (nice to have).
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) (nice to have).

Company Description

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

• Our corporate culture centers on innovation, accountability, and impact.
• We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes.
• As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.