Technical Support Specialist, Priority Team

hace 1 mes

Madrid, Madrid, España Acronis A tiempo completo

About Acronis

Acronis stands at the forefront of cyber protection, equipping individuals and organizations with advanced technology to oversee, manage, and safeguard their critical data. We are in search of a Technical Support Engineer proficient in German, ready to contribute to our mission of fostering a #CyberFit future.

Role Overview

The Technical Support Engineer will serve as the primary technical authority for specific Acronis products and services. This role involves resolving customer technical issues through personal expertise and collaboration with various Engineering departments. You will be responsible for crafting solutions, submitting bug reports, coordinating intricate tasks with other teams (Engineering, QA, DCO, Product Management), and ensuring customer satisfaction through effective communication.

Key Responsibilities

  • Efficiently troubleshoot technical issues across diverse software, networking, and hardware environments.
  • Conduct technical analysis of customer inquiries and devise plans for resolution.
  • Engage directly with product and engineering teams.
  • Provide technical guidance to junior team members and evaluate technical outputs.
  • Develop Knowledge Base articles, best practice documentation, and other relevant materials.

Qualifications and Experience

  • Fluency in German and English (both written and spoken, with a minimum Upper Intermediate level).
  • Ability to articulate complex technical issues clearly when necessary.
  • A minimum of 2 years of relevant experience in a similar role is advantageous.
  • Strong communication skills with a customer-centric approach, capable of prioritizing and managing multiple urgent issues.
  • Decisive and responsible, with a quick response time.
  • Proficient in network troubleshooting (experience with tools like Wireshark, tcpdump, iperf; familiarity with deploying and configuring services such as DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers).
  • Experience as a Windows Administrator.
  • Linux Administration experience is a plus.
  • Familiarity with virtualization technologies is advantageous.
  • Knowledge of business applications (experience with MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers is beneficial).
  • A passion for troubleshooting and the ability to devise effective solutions for unique challenges.
  • Excellent communication skills and a strong customer focus, with the ability to manage and prioritize various time-sensitive tasks.
  • High discipline, attention to detail, and the ability to meet deadlines in a fast-paced environment while maintaining accuracy.
  • Outstanding organizational, problem-solving, and multitasking abilities.
  • A collaborative team player with a positive attitude, eager to contribute and view challenges as opportunities.
  • Self-motivated, proactive, and capable of working independently.

Our Culture

Acronis is dedicated to making a positive impact on the lives of our employees and the communities we serve. Our core values include mutual trust, respect, personal achievement, and the belief that we can contribute to the world every day.

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.

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