• Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues. • Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams. • Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues. • Run live packet captures from cloud servers on the Linux terminal using Tshark. • Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries. • Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases. • All while working directly with customers through Chat, Call and Email.

• 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.).