• Deliver outstanding technical support via chats and emails, phone calls • Troubleshoot complex technical issues and escalate as needed • Act as the primary technical contact during the life-cycle live events • Escalate incidents clearly, including impact, timeline, and reproduction steps • Use SQL, Grafana, OpenSearch, and other tools to analyze logs, APIs, and errors • Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience • Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers • Build and maintain strong relationships with customers and partners • Interact with Engineering and Business departments to resolve complex technical customer issues • Play a part in training and mentoring junior team members • Participate in developing documentation and knowledge base on Acronis' products

• Deliver exceptional technical support as a second line of defense • Troubleshoot and resolve technical challenges in SaaS and private cloud environments • Collaborate cross-functionally with Customer & Product Support, Product and Engineering • Contribute to knowledge sharing by creating support documentation and tutorials • Advocate for customers by representing their voices in internal discussions • Continuously build product knowledge and stay updated on new features

Technical Support Analyst – Japan / Remote (Global) Blancco Technology Group is looking for a bright Technical Support Analyst to provide enterprise level technical software/hardware support to our customers through supported channels (phone/portal/email). The candidate should have a good understanding of basic IT solutions, concepts and environments. Fluent English and Japanese communication skills (JLPT N2 or higher), both written and verbal, are required. Candidates with at least 2 years of professional experience are preferred. **Please note we are unable to provide visa sponsorship for this role** Required Skills: • Strong customer service skills, with a strong attention to detail. • Ability to efficiently diagnose, troubleshoot and resolve basic technical issues, both hardware and software. • Familiarity with help-desk software, especially JIRA Service Management. • Thorough and accurate written communication skills, for both external and internal audiences. • Ability to research internal and external documentation and present effectively to customers. • Highly motivated and works well in both team and individual environments. Responsibilities: • Log, capture, and troubleshoot customer issues, while providing responses and resolutions within defined SLA’s. • Manage multiple customers and issues on a varying level of priority. • Utilize strong communication skills to provide excellent technical and customer service, as an HDI certified Support Center of Excellence. • Proactively communicate with internal teams to facilitate quick issue identification and resolution. • Recognize and initiate issue escalations on behalf of customers in order to meet commitments, including working directly with Sr. Support Team and Regional Managers. • Develop best practice and technical knowledge articles to support Blancco Technology Group's continuous improvement model. • Ensure all communications are accurately logged in help-desk software, following Technical Support Process Guide. Working Hours: • Availability to work weekday shifts from 5:00 PM to 9:00 PM (Japan Standard Time) • Availability to work on weekends and public holidays • Two days off per week (shift-based schedule) Location: This role is open to candidates based in Japan or overseas (remote work supported). If you're ready to kick-start your career in tech support and join a fast-growing, forward-thinking organisation, we’d love to hear from you! 🚀