• As the Cloud Priority Support Engineer, you will provide remote technical support for Acronis products, ensuring customers’ environments operate smoothly and securely
• You will partner with users to troubleshoot and resolve complex issues, guide them through diagnostics, and collaborate with internal teams to deliver timely, high-quality solutions
• This is an exciting opportunity for someone who enjoys collaborating with others to help them solve complex challenges, is a creative thinker, enjoys dynamic work, is a strong communicator, and thrives in a fast-paced environment
• Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments
• Responsible for building and maintaining strong relationships with customers able to thrive in the ever-changing work environment
• Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). Maintain deep knowledge of Company operations to support client requests effectively
• Interact with various departments to analyze and resolve problems
• Provide technical advice to junior staff members and review technical results, evaluations and analyses
• Provide for the development of junior staff within the work group through mentoring and technical guidance

Develop documentation regarding installation, upgrades, support, and compatibility issues

• Fluent English and Italian (both verbal and written, Upper Intermediate as minimum)
• Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)
• Ability to describe the details on technical issues in all their complexity when needed
• Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues
• Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
• 2+ years of work experience in an applicable industry and role
• Linux experience
• Awareness of Virtualization
• Please submit your resume and application in English

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

• Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers

Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix Xen App, NTP servers)