• 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

• Answer phone calls and emails in queue to provide technical, installation, and account support for users • Take ownership of full-cycle support tickets, following all necessary processes and procedures • Maintain high-level customer satisfaction • Identify and escalate issues as needed • Log issues and conduct product testing • Work with management and development teams to build and improve internal support tools

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a knowledgeable and customer-focused Technical Support Specialist to provide remote technical assistance to clients and internal teams. The ideal candidate will diagnose and resolve hardware, software, and system-related issues while delivering exceptional customer service. This role requires strong troubleshooting skills, clear communication, and the ability to work independently in a remote environment. - Provide remote technical support via phone, email, chat, or ticketing systems - Diagnose and resolve hardware, software, and network issues - Install, configure, and maintain computer systems and applications - Document support requests, resolutions, and system updates accurately - Escalate complex technical issues to higher-level support when necessary - Assist with onboarding/offboarding technical setup for employees - Maintain knowledge base articles and technical documentation - Ensure timely resolution of tickets in accordance with service-level agreements (SLAs) - Educate users on best practices and system functionality Qualifications - Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience) - 2+ years of technical support or help desk experience - Strong knowledge of Windows and/or macOS operating systems - Familiarity with Microsoft 365, Google Workspace, and common business applications - Basic understanding of networking concepts (TCP/IP, VPN, DNS, routers) - Experience with remote desktop tools and ticketing systems - Strong troubleshooting and problem-solving skills - Excellent written and verbal communication skills - Ability to work independently in a remote setting Requirements - CompTIA A+, Network+, or similar certifications - Experience supporting cloud-based platforms - Knowledge of cybersecurity best practices - Experience in multi-location or remote workforce environments Work Environment - Fully remote - Standard business hours - Performance-based metrics and ticket resolution targets Compensation & Benefits - Competitive salary based on experience - Health, dental, and vision insurance - Paid time off - Remote work flexibility - Professional development and certification support

• Serve as the primary technical contact for enterprise customers, owning issues from first report to resolution. • Troubleshoot complex challenges across cloud environments, CI/CD pipelines, SCMs, APIs and integrations. • Investigate and resolve issues in source control management (SCM) platforms such as GitHub, GitLab and Bitbucket. • Work with Grafana dashboards and monitoring tools to diagnose system and integration problems. • Partner with R&D to diagnose product issues, drive fixes and provide feedback for platform improvements. • Provide clear, proactive communication with customers, managing expectations during high-impact issues. • Share knowledge through documentation, runbooks and training sessions to empower customers and teammates. • Advocate for customers internally, ensuring their needs influence product priorities and enhancements.