Expert Support Engineer - Cyber Protection
Acronis
- Tempe, AZ
- Permanent
- Full-time
- Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments
- Build and maintain strong relationships with customers and partners
- 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
- Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices
- 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
- Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
- 2+ years of experience in an advanced Tier 2 technical support role
- Fluent English (both written and verbal)
- Experience and skills must include:
- Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
- Linux/UNIX - application and configuration management, CLI power user, RHCSA/LFCS required, and RHCE/LFCE is a plus
- Networking - Wireshark, tcpdump, iperf, experience deploying and troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers and CCNA/JNCIA
- Virtualization expertise - deploying and managing various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo
- Business applications - MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers
- 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