• Provide technical support for platform-related issues, including troubleshooting, diagnosing, and resolving problems • Monitor the performance and availability of platforms, systems, and applications • Communicate with clients through a series of actions until they’ve solved a technical issue • Properly escalate unresolved issues to appropriate internal teams • Refer to internal database or external resources to provide accurate tech solutions • Prioritize and manage several open issues at one time • Work on a 2-shift system

• Analyze logs, data, and system behavior • Trace issues across frontend, backend, and database layers • Classify issues accurately and defensibly • Document findings clearly and concisely • Ensure Dev tickets include reproduction steps, impact, and supporting evidence • Partner with Engineering on confirmed defects • Contribute to Root Cause Analysis (RCA) summaries • Identify patterns across Complex Care tickets

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments. • 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. • Play your part in 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. • Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way. • Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.).

• Act as the final escalation point for complex technical issues related to Cloud infrastructure and services • Investigate, diagnose, and resolve advanced incidents involving compute, storage, networking, and virtualization • Analyze logs, metrics, and configurations to identify root causes and implement effective fixes • Own high-severity incidents and coordinate resolution with Engineering, DevOps, SRE, and Operations teams • Contribute to root cause analysis (RCA) and preventive action plans • Support deployment, upgrades, and maintenance of production Cloud environments • Collaborate with Product and Engineering teams to reproduce issues and validate fixes • Mentor and support L1 and L2 Support Engineers • Create and maintain runbooks, SOPs, and technical documentation