Cloud Frontline Support Specialist with German

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload, we’ve built the industry’s only all-in-one solution.

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 plan for resolving it
• Build and maintain 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 English and German language (both verbal and written, Upper Intermediate as a minimum)
• Knowing additional language would be a plus
• 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 the 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

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.