Cloud Software Support Specialist

Cloud Software Support Specialist (Bilingual) Acronis 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 in an exciting phase of rapid‑growth and expansion and looking for a Cloud Support Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world WHAT YOU'LL DO Perform technical analysis of customer problem and define plan for resolving it Be responsible for building and maintaining strong relationships with partners Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation Work closely with the Expert team to answer Customers' technical questions (act as liaison between the customer and internal Acronis resources) 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 WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS) Fluent Spanish and English (both oral 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 Would be considered plus if you have Experience and knowledge of Linux/UNIX basics, CLI Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper‑V clusters) WHO WE ARE Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. 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