Cloud Expert Support Engineer
Acronis
- Houston, TX
- Permanent
- Full-time
- Work on resolving various technical incidents for Acronis' partners involving various software, networking and hardware environments
- Responsible for building and maintaining strong relationships with MSP partners
- Stay abreast of the latest changes, trends and technological advancements in the industry (Security, Cloud, Storage, Virtualization, Business Applications, etc)
- Maintain deep knowledge of Company operations to support partner 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 (both oral and written), bilingual (Spanish) a plus
- Network professional (know how to use Wireshark, tcpdump, iperf; experience with deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers)
- Windows Server professional (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)
- Linux/UNIX professional (application and configuration management; RHCSA as a baseline; CLI power user)
- Virtualization professional (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters)
- Business applications professional (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers)
- Experience working in applications support / security support, MSP, MSSP is a plus
- Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
- Strong internal customer focus with desire to learn all aspects of the business
- High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy
- Strong written and verbal communication and interpersonal skills
- Outstanding organizational, problem solving, and multi-tasking skills
- Team-player and positive attitude, eager to do more and help out, views challenging situations as opportunities
- Self-motivated, proactive, and able to work with minimal supervision
- Passion and commitment to succeed by working hard and never giving up