Cloud Software Support Specialist

Acronis is seeking a Cloud Frontline Support Specialist for our New Delhi, India location. In this role, you will provide technical support to Acronis MSPs, partners, and customers, resolving incidents related to the Acronis Cyber Platform. You will leverage internal resources, documentation, and collaborate with colleagues to deliver solutions. Your responsibilities include initial product setup, troubleshooting, escalating complex issues, and maintaining strong partner relationships.

Key Responsibilities:

• Address how-to questions and customer care requests for the Acronis Cyber Platform.
• Resolve technical incidents for MSPs involving Acronis products.
• Perform technical analysis and define action plans for issue resolution.
• Build and maintain strong relationships with partners.
• Develop and maintain deep knowledge of company operations to effectively support partner requests.
• Collaborate with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems.
• Meet and exceed key performance indicators (KPIs) including customer satisfaction and productivity.

Qualifications:

• Fluent English (oral and written) is required.
• 1+ years of experience in a similar support role, preferably in hosting tech support or the Managed Service Provider (MSP) business.
• Strong communication and customer focus skills, with the ability to prioritize and manage time-sensitive issues.
• Hands-on experience administering Windows Server, including gathering and analyzing Windows logs and dumps.
• Familiarity with Linux/UNIX basics and CLI is a strong plus.
• Awareness of modern virtualization technologies (VMware ESXi, Microsoft Hyper-V) 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 developing efficient solutions for complex, cross-platform issues.

Please submit your resume and application in English.