Cloud Software Support Specialist

Cloud Software Support Specialist at Acronis - Mumbai, India

Acronis is at the forefront of revolutionizing cyber protection, delivering natively integrated, all-in-one solutions that monitor, control, and safeguard the critical data powering businesses and lives. Join our mission to build a #CyberFit future and protect all data, applications, and systems across any environment.

As a Cloud Frontline Support Specialist, you will be instrumental in supporting Acronis' MSPs, partners, and customers. Your primary responsibility will be resolving technical incidents related to the Acronis Cyber Platform. You will leverage available resources such as knowledge bases, public and internal documentation, your own expertise, and collaboration with colleagues within the Support organization. Your role will involve crafting solutions, performing initial product setup, conducting initial issue troubleshooting, escalating complex issues to the appropriate support levels, and ensuring complete satisfaction through effective communication with MSPs.

Key Responsibilities:

• Respond to 'how-to' inquiries and customer care requests pertaining to the Acronis Cyber Platform.
• Address and resolve diverse technical incidents for MSPs involving Acronis products.
• Conduct technical analysis of issues to define actionable resolution plans.
• Cultivate and maintain robust relationships with partners.
• Develop and maintain in-depth knowledge of company operations to effectively support partner requests.
• Collaborate with various departments, including Experts, Partner Success, and Analysts, to analyze and resolve problems.
• Meet and exceed key performance indicators (KPIs) for customer satisfaction, productivity, and interaction quality.

Qualifications and Experience:

• Fluency in both spoken and written English is mandatory.
• A minimum of one year of relevant work experience, preferably in hosting tech support or within the Managed Service Provider (MSP) business.
• Strong communication skills and a customer-centric approach, with the ability to prioritize and manage multiple time-sensitive issues.
• Hands-on experience administering Windows Server, including the ability to gather and analyze Windows logs and dumps.
• Foundational knowledge of Linux/UNIX and command-line interface (CLI) is a significant advantage.
• Familiarity with modern virtualization technologies (e.g., deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) is a strong plus.
• Experience with business applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers is a strong plus.
• A passion for troubleshooting and the ability to devise efficient solutions for complex, cross-platform issues.

Please submit your resume and application in English.