The person in this position serves as the main technical support expert for Acronis systems used by various users and stakeholders. The role involves resolving technical incidents through independent troubleshooting, collaboration across departments, and ensuring user satisfaction. The person will also contribute to process improvement, documentation, and coordination of complex cross-functional tasks with teams such as Product Management, Sales, and Operations.

Job functions and main responsibilities

• Act as the primary technical contact for user-reported issues, ensuring timely and efficient resolution
• Troubleshoot and analyze technical problems, define appropriate corrective actions, and follow through to resolution
• Collaborate with internal teams (Product, Sales and Engineering) to resolve complex cases and improve system stability
• Escalate and track tickets with third-party vendors or support providers when required
• Identify recurring issues and propose process or system improvements
• Maintain accurate records of issues, solutions, and process updates
• Create and maintain KB articles, best practice guides, and other support documentation
• Contribute to the continuous enhancement of user experience across Acronis systems

Qualifications

• 1+ years of experience in technical support, system administration, or a related field
• Strong analytical and troubleshooting skills, with a passion for problem-solving
• Excellent communication and collaboration skills, with a strong user-oriented mindset
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• High attention to detail and accountability for delivering quality outcomes
• Strong documentation skills and ability to convey complex technical concepts clearly
• Ability to work effectively with cross-functional teams and external stakeholders
• Fluent English (both oral and written)