Cloud Software Support Specialist - LATAM

Cloud Software Support Specialist - LATAM

Cloud Software Support Specialist - LATAM

Apply locations Brazil - Remote, Peru - Remote, Mexico - Remote, Colombia - Remote, Argentina - Remote

Time Type: Full Time

Posted on: Posted Yesterday

Job Requisition ID: 3897

Acronis is revolutionizing cyber protection—providing natively integrated, all-in-one solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Support Specialist to join our mission to create a #CyberFit future and protect all data, applications, and systems across any environment.

WHAT YOU'LL DO

• Provide technical support, configuration, and troubleshooting of software-related inquiries via email, phone, and chat for customers and MSPs.
• Perform technical analysis of customer problems and define a plan for resolving them.
• Be responsible for building and maintaining strong relationships with partners.
• Interact daily with other engineers to provide technical action plans or take ownership of cases that require escalation.
• Work closely with the Expert team to answer customers’ technical questions (act as liaison between the customer and internal Acronis resources).
• Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality, and others).
• Ensure that all relevant communication, documents, and files related to the case are accurately recorded in the support system.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent in English and Spanish (both verbal and written, Upper Intermediate as a minimum).
• 1 or more years of work experience in a similar role (preferably in Hosting tech support or Managed Service Provider business).
• Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps).
• Ability to convey technical information effectively.
• Ability to analyze technical issues.
• Exceptional customer service approach and excellent analytical skills.

Would be considered a plus if you have:

• Experience and knowledge of Linux/UNIX basics, CLI.
• Awareness of modern virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters).
• Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers).

*Please submit your resume and application in English

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments, and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyber threats with minimal downtime, ensuring data integrity and business continuity.

A Swiss company founded in Singapore in 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 the belief that we can contribute to the world every day 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.

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.