Home Cloud Expert Support Engineer with German - EMEA

Acronis is a world leader in cyber protection-empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are looking for an Expert Support Engineer who is ready to join us in creating a #CyberFit future and protecting the digital world!

We are looking for an experienced Technical Expert Support Engineer to join our Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services. The Expert Support Engineer will serve as the last line of support for our Home Cloud customers and will focus on troubleshooting the more complex issues escalated by other support teams. This position offers an opportunity to become an expert engineer in troubleshooting Acronis' world-class cyber protection solution, Acronis True Image. We expect all of our Expert Support Engineer's to deliver excellence in both technical expertise and customer service. They will also work closely with other internal teams to ensure Acronis is delivering the best products and services possible.

WHAT YOU'LL DO

• Troubleshoot and resolve various technical incidents for Acronis' consumer and small business customers across various software, networking, and hardware environments
• Build and maintain strong relationships with customers
• 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
• 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

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• 2+ years of experience in an advanced Tier 2 technical support role
• Fluent English and German (both written and verbal)
• Windows - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
• Mac - advanced user experience, knowledge of zsh/shell, basic application troubleshooting via Console and syslog
• Networking - Wireshark, tcpdump, iperf
• Good communication skills and customer service focus.
• Passion for troubleshooting and ability to come up with efficient solutions for unusual issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management solutions designed specifically for managed service providers (MSPs), small and medium businesses (SMBs), and enterprise IT departments. Our solutions simplify cybersecurity, removing complexity so organizations can focus on their core business.

A Swiss company founded 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our "A-Team" plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.

Use of AI-generated responses or third-party support during live interviews may be grounds for disqualification from the recruitment process and a full criminal, education and identification background check is required for all new hires.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.