Acronis is a world leader in cyber protection, delivering natively integrated solutions that monitor, control, and protect the data that businesses and lives depend on. We are looking for a Cloud Software Support Specialist to join our mission of protecting the digital world. 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. 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. 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). Accurately record all relevant communication, documents, and files related to the case in the support system. What you bring...