Cloud Priority Support Engineer - APAC

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. As the Cloud Priority Support Engineer, you will provide remote technical support for Acronis products, ensuring customers’ environments operate smoothly and securely. You will partner with users to troubleshoot and resolve complex issues, guide them through diagnostics, and collaborate with internal teams to deliver timely, high-quality solutions. This is an exciting opportunity for someone who enjoys collaborating with others to help them solve complex challenges, is a creative thinker, enjoys dynamic work, is a strong communicator, and thrives in a fast-paced environment. WHAT YOU'LL DO Work on resolving various technical incidents for the Company’s customers involving various software, networking and hardware environments Responsible for building and maintaining strong relationships with customers able to thrive in the ever-changing work environment Stay abreast of the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.). Maintain deep knowledge of Company operations to support client 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 WHAT YOU BRING Fluent English (both verbal and written, Upper Intermediate as minimum). Additional language is a plus. Network troubleshooting experience (Wireshark, tcpdump, iperf) and proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers Windows Server experience (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer) Business applications experience (should be familiar with one or more of the following: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) Ability to describe the details on technical issues in all their complexity when needed Great communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues Would be considered plus if you have: 2+ years of work experience in an applicable industry and role Linux experience Awareness of Virtualization *Please submit your resume and application in English WHO WE ARE A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses. Our corporate culture centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success. OUR INTERVIEW PRACTICES To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance. Interviews are designed to assess individual skills, experience, and communication style, and we value authentic, real-time interaction. Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks 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. #LI-LD1 Apply To This Job