Offer summary

Qualifications:

Fluent in English and Spanish, both verbal and written., Experience in network troubleshooting and familiarity with services like DHCP and DNS., Proficient in Windows Server and business applications such as MS Exchange and SQL databases., Strong communication skills and a passion for troubleshooting complex issues..

Key responsibilities:

Provide remote technical support for Acronis products and resolve customer technical incidents.

Collaborate with internal teams to deliver high-quality solutions and craft documentation.

Build and maintain strong relationships with customers and mentor junior staff members.

Stay updated on industry trends and technological advancements to support client requests effectively.

Job description

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Support Priority Engineer who speaks Spanish to join our mission to create a #CyberFit future and protect all data, applications and systems across any environment.

As the Cloud Priority Support Engineer, you will provide remote technical support for Acronis products, ensuring customers’ environments operate smoothly and securely. You will partner with users to troubleshoot and resolve complex issues, guide them through diagnostics, and collaborate with internal teams to deliver timely, high-quality solutions.

This is an exciting opportunity for someone who enjoys collaborating with others to help them solve complex challenges, is a creative thinker, enjoys dynamic work, is a strong communicator, and thrives in a fast-paced environment.

WHAT YOU'LL DO

As a the Cloud Priority Support Engineer, you will function as the main technical support expert in Acronis’ products and services. You will resolve the customers’ technical incidents using your own expertise and collaboration with the Acronis’ Engineering, QA, DCO and Product Management departments, as well as craft solutions, submit bug reports, coordinate complex tasks with other teams and communicate with the customers to their complete satisfaction.

Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments
Responsible for building and maintaining strong relationships with customers able to thrive in the ever-changing work environment
Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). Maintain deep knowledge of Company operations to support client requests effectively
Interact with various departments to analyze and resolve problems
Provide technical advice to junior staff members and review technical results, evaluations and analyses. Provide for the development of junior staff within the work group through mentoring and technical guidance
Develop documentation regarding installation, upgrades, support, and compatibility issues

WHAT YOU BRING

Fluent English and Spanish (both verbal and written, Upper Intermediate as minimum)
Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers
Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)
Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
Ability to describe the details on technical issues in all their complexity when needed
Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues

Would be considered plus if you have:

2+ years of work experience in an applicable industry and role
Linux experience
Awareness of Virtualization

*Please submit your resume and application in English

WHO WE ARE

A Swiss company founded 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 is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

OUR INTERVIEW PRACTICES

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.

Use of AI-generated responses or third-party support during live interviews may be grounds for disqualification from the recruitment process and a full criminal, education and identification background check is required for all new hires.