• Answering our users’ questions through email, chat, and GitHub issues. • Understanding, reproducing and (where you can) resolving the issues that our customers encounter. • Diving into our codebase to figure out where the issue lies and what a good solution might look like. • Escalating to engineering to resolve highly technical issues. • Ensuring that every user facing an issue knows exactly when they’ll hear back from us and how we’re doing with solving their problem. • Listening to our users’ needs, keeping track of recurring requests, and representing their voice in product prioritization discussions. • Improving our support processes, so that as we continue to grow we can keep providing prompt and delightful service. • As the main point of contact for our customers, you’ll play a critical role in building and maintaining their trust. • Balancing the needs of our enterprise customers with those of our self-service online users. • Writing customer documentation and FAQs, or developing your technical skills by working on tooling for the Customer Success & Support team, for example dashboards or integrations between tools we already use.

• Provide Tier 1 and Tier 2 support for enterprise business applications (SaaS and on-prem) • Investigate and resolve incidents, defects, and performance issues • Support integrations, user access, and configuration changes • Coordinate with vendors and cross-functional teams • Monitor system availability and respond to alerts • Maintain operations documentation and knowledge base articles • Assist with testing, deployments, and release activities • Critical problem solving and troubleshooting for application, integration and access issues. • Deliver excellent customer service to business users

• Troubleshoot and resolve various technical incidents for Acronis customers and partners • Build and maintain strong relationships with customers and partners • Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues • Training and mentoring junior team members by sharing technical expertise and best communication practices • Participate in developing documentation, knowledge base, and technical articles on Acronis‘ products • Be a technical expert in cloud and hybrid datacenter solutions created by Acronis, including software defined high performance storage and compute clusters, disaster recovery infrastructure, and managing complex environments during failover and failback operations

• Provide exceptional engagement for our customer’s initial contact with the Global Customer Support team • Engage with customers through virtual meetings, chat, and email to manage their expectations, set priorities and resolve technical issues related to our products, including configuration and networking • Acknowledge customers’ concerns, empathize and analyze the information they've provided, ask questions that refine your initial analysis, own cases from start to finish • Utilize technical knowledge to ensure timely, accurate solutions, and determine when deeper technical investigation and collaboration are necessary • Collaborate with Product and Engineering teams, providing customer feedback to help identify new features and functions.