• 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

• Act as the 3rd-level escalation point for complex technical issues related to CDN and Edge Network products. • Diagnose and resolve advanced issues involving caching, DNS, routing, load balancing, SSL/TLS, and web security. • Take ownership of high-severity incidents (P1/P2) and drive resolution in collaboration with Engineering, Network, and Operations teams. • Assist with root cause analysis (RCA) and contribute to preventive measures to reduce incident recurrence. • Analyze traffic patterns, cache efficiency, and node performance to optimize content delivery. • Support production changes, maintenance windows, and software upgrades. • Provide technical guidance and mentorship to L1 and L2 Support Engineers. • Maintain and improve internal documentation, runbooks, and troubleshooting guides. • Participate in post-incident reviews and continuous improvement initiatives.

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English. • Provide consultations regarding our products and services in Edge Network. • Conduct technical diagnostics to resolve issues, gather information about customer and user incidents, and escalate to higher levels of technical support if needed. • Address complex technical issues and provide timely, effective solutions while considering the impact on customers' business operations, based on internal documentation. • Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences, sharing knowledge and expertise with other team members to enhance overall support capabilities.