Acronis

Acronis sets the standard for cyber protection and our mission is to empower people by providing them with cutting edge technology that will enable them to monitor, control, and protect the data that their business’ and lives depend on.
As a Cloud Frontline Support Specialist (LATAM) you will be responsible for supporting Acronis' MSP's, partners and customers in LATAM, and resolving Acronis Cyber Platform technical incidents with help from available resources (knowledge base, public and internal documentation), your own expertise and by coordinating with other team members within our Support organization. You will craft solutions and deliver initial product setup, perform initial issue troubleshooting, escalate issues to the next Support level, and communicate with MSPs to their complete satisfaction. This job is perfectly suited for a recent graduate or individual who wants to get hands-on experience and start their career in technical support. This role is requires an individual who has great technical skills, interacts well with others, and has effective communication skills.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ business, so we are looking for a highly-motivated individual who thrives in a fast-paced and high-volume, work environment. The ideal candidate for this position will not only possess the skills and experience required but will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. And just like every position at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.
<h3>RESPONSIBILITIES:</h3>
<ul>
<li>Answer how-to questions and customer care requests related to Acronis Cyber Platform</li>
<li>Work on resolving various technical incidents for the MSPs involving Acronis products.</li>
<li>Perform technical analysis of a technical issue and define an action plan for fixing it.</li>
<li>Be responsible for building and maintaining strong relationships with partners.</li>
<li>Maintain deep knowledge of Company operations to support partners’ requests effectively.</li>
<li>Interact with various departments (Experts, Partner Success, Analysts) to analyze and resolve problems.</li>
<li>Meet and exceed KPIs set for your role (customer satisfaction, productivity, interaction quality and others).</li>
</ul>
<h3>REQUIREMENTS:</h3>
<ul>
<li>Fluent Spanish (both verbal and written)</li>
<li>Fluent English (both verbal and written)</li>
<li>1+ years of experience in a similar technical support role (preferably in Hosting tech support or Managed Service Provider business)</li>
<li>Good communication skills and customer focus, ability to prioritize and switch between a variety of time-sensitive issues</li>
<li>Experience and knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps)</li>
<li>Knowledge of Linux/UNIX basics, CLI – as a strong plus</li>
<li>Awareness of the modern Virtualization technologies (experience deploying and managing virtual machines on VMware ESXi / Microsoft Hyper-V clusters) – as a strong plus</li>
<li>Experience with Business applications (MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers) – as a strong plus</li>
<li>Passion for troubleshooting, ability to come up with efficient solutions for complex cross-platform issues.</li>
</ul>

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-CW1

*PLEASE SEND RESUME IN ENGLISH WHEN APPLYING TO THIS JOB

Buenos Aires

Cloud Frontline Support Specialist (Bilingual Spanish & English)

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Support Specialist who is ready to join us in creating a #CyberFit future and protecting the digital world!
As a Senior Cloud Frontline Support Specialist (LATAM) you will be responsible for supporting Acronis' high-profile MSP's, partners and customers in LATAM, and resolving Acronis Cyber Platform technical incidents using your own expertise and by coordinating with other team members within our Expert Support and R&amp;D team. You will deliver complex setup and integration assistance, troubleshoot and resolve complex technical problems for our partners and MSP's involving Acronis' 3rd party integration systems, and various software, networking and hardware environments.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.
WHAT YOU'LL DO
<ul>
<li>Work on resolving various technical incidents for customers involving various software, networking and hardware environments</li>
<li>Focus on assisting partners with Acronis integration with various RMM/PSA tools, as well as integration systems with other partners</li>
<li>Build and maintain strong relationships with the customers and partners</li>
<li>Stay current on the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)</li>
<li>Maintain deep knowledge of Acronis’ operations and products to support client requests in the best possible way</li>
<li>Train and mentor junior teammates by sharing your technical expertise and best practices</li>
<li>Develop documentation regarding installation, upgrades, support, and compatibility issues</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS)
<ul>
<li>Fluent English (both verbal and written)</li>
<li>Fluent Spanish (both verbal and written)</li>
<li>2+ years of experience in a similar technical support role and applicable industry (preferably in Managed Service Provider or Hosting tech support business)</li>
<li>Great communication and customer focus and ability to prioritize time-sensitive issues</li>
<li>Basic knowledge of Network protocols and troubleshooting techniques (know how to use Wireshark, tcpdump, iperf)</li>
<li>Knowledge of Windows Server administration basics (know how to gather and analyze various Windows logs and dumps; application level troubleshooting with Procmon and Process Explorer)</li>
<li>Awareness of the modern Virtualization technologies (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper-V clusters)</li>
<li>Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues</li>
</ul>
Would be considered plus if you have
<ul>
<li>Expertise in supporting or administering RMM and PSA solutions - ConnectWise Control, ConnectWise Manage, ConnectWise Automate)</li>
<li>Knowledge of Linux/UNIX basics, CLI</li>
<li>Scripting experience and knowledge in any scripting language - using scripts for deploying and troubleshooting software applications, storage systems, and virtualization platforms</li>
<li>Experience with deploying and configuring services - DHCP, DNS, L2TP/IPSEC/Open VPN, HTTP servers</li>
<li>Experience with administering business applications - MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers</li>
</ul>
*Please submit your resume and application in English
WHO WE ARE
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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-LB1

Senior Cloud Support Specialist (Bilingual Spanish & English)

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Cloud Partner Success Manager who is ready to join us in creating a #CyberFit future and protecting the digital world!
As the Cloud Partner Success Manager you will bring experience in Account Management and have a passion for Data Protection and Cyber Security. You will work as part of the Inside Sales Channel Management organization and aligned with a portfolio of service providers utilizing Acronis Cyber Protect Cloud. Your main goals as the Cloud PSM will be to drive drive Annual Recurrent Revenue growth through account planning with dedicated partners, increase adoption of new services, retain a partner and create a best in class partner experience which is the key differentiator of Acronis.
Every member of our “A-Team” has an instrumental role and impact on the success of Acronis’ innovative and growing business, so we are looking for someone who enjoys working in dynamic, global teams and thrives in a fast-paced and rapidly changing work environment. Just like everyone at Acronis, the ideal candidate will embody all of our company values: responsive, alert, detail-oriented, makes decisions, and never gives up.
WHAT YOU'LL DO
<ul>
<li>Drive quarter over quarter cloud revenue growth working through assigned partners</li>
<li>Make a territory analysis and planning for dedicated geographies to identify top potential partners</li>
<li>Perform account planning with all managed partners with level of certain details depending on partner’s engagement, loyalty and responsiveness</li>
<li>Train new and existing partners with existing and new products</li>
<li>Guide every partner through onboarding and enablement stage equipping with all needed knowledge, resources and tools</li>
<li>Guide partners to adopt Acronis Automation and Security tooling to increase their operational efficiency</li>
<li>Motivate and enable partners to sell Acronis services to existing customer base of the partner, attract new customers to partner and help to retain existing customer to partner</li>
<li>Drive partner’s satisfaction and acting as a trusted advisor and single point of contact throughout the entire partner lifecycle</li>
<li>Drive successful upsell/cross sell initiatives with partner to increase new services attach rate</li>
<li>Put maximum efforts to avoid churn and retain a partner</li>
<li>Engage and orchestrate all needed internal resources to help dedicated partners’ growth</li>
<li>Profile every managed partner on vendors and tools they sell/use putting all information into Partner Passport. Every CSP Passport should have not less than 80% fields filled out</li>
<li>Know partner’s lifecycle management and be able to lead a partner along it through a set of regular activities focused on educating, evangelizing, making committed</li>
<li>Maintain a regularity/frequency of contact with every partner depending on priority</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS) 
<ul>
<li>Minimum 3 years of sales and marketing experience in the MSP channel software industry on similar positions such as channel sales, partner account management or channel development—experience in equivalent role highly desired</li>
<li>Experience in selling Professional Service Automation (PSA) or Remote Monitoring and Management (RMM) software services</li>
<li>In-depth channel and field sales knowledge with understanding of the cloud market business model</li>
<li>Strong presentational, communication and interpersonal skills with the ability to clearly articulate product’s different features and answer all customer questions</li>
<li>Self-motivated with a 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</li>
<li>Team-player with a positive attitude who thrives in a global environment, eager to do more and help out, views challenging situations as opportunities</li>
<li>Comfortable with ambiguity and willingness to adapt to changes in responsibilities and strategies</li>
<li>Highly persistent in follow-up conversations, negotiations and closing sales skills</li>
<li>Strong presentational, communication, interpersonal, planning and time management skills</li>
<li>Fluent English and Spanish language</li>
<li>Passion and commitment to succeed by working hard and never giving up</li>
</ul>
WHO WE ARE
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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-VB1

Cloud Partner Success Manager with Spanish (LATAM region)

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Technical Program Manager who is ready to join us in creating a #CyberFit future and protecting the digital world!
Join our Product Management team and be the Program Manager for Advanced Backup responsible for SaaS protection (Microsoft 365, Google Workspace).
WHAT YOU'LL DO
<ul>
<li>Perform market and competitive analysis</li>
<li>Develop a deep understanding of new customers’ needs as well as wants, make data-driven decisions about direction to grow</li>
<li>Facilitate communication throughout the development process inside Acronis, collaborate with designers, engineers, and other cross-functional stakeholders to build and ship high quality products</li>
<li>Write product feature specifications</li>
<li>Run beta and pilot programs with early-stage products</li>
<li>Perform product trainings for Marketing, Sales and PR teams</li>
<li>Reviewing product data to ensure that the field force is kept up to date on new developments regarding the companies or competitors’ products</li>
</ul>
WHAT YOU BRING (EXPERIENCE &amp; QUALIFICATIONS)
<ul>
<li>3+ years of product management/analyst experience in technology sector</li>
<li>Experience in market analysis</li>
<li>Experience in collecting requirements from customers</li>
<li>Familiarity with software development process</li>
<li>Experience with multi-platform products</li>
<li>Understanding of business support systems, operations support systems, professional service automation, remote monitoring and management, platform as a service, infrastructure as a service, data protection, or storage market: products, players, technologies is a plus</li>
<li>Understanding of data protection, disaster recovery, FSS, or storage market: products, players, technologies is a plus</li>
<li>Excellent communication and problem-solving skills</li>
<li>Fluent English</li>
</ul>
WHO WE ARE
Acronis is revolutionizing cyber protection by unifying backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution. This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—all at a low and predictable cost.
Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis now has more than 2,000 employees and offices in 34 locations worldwide. Its solutions are trusted by more than 5.5 million home users and 500,000 companies, and top-tier professional sports teams. Acronis products are available through over 50,000 partners and service providers in over 150 countries and 26 languages.
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-MM1

Technical Program Manager (Advanced Backup)

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Job Position and Company	Location	Tags	Posted
Cloud Frontline Support Specialist (Bilingual Spanish & English) at Acronis	Full Time Windows
Senior Cloud Support Specialist (Bilingual Spanish & English) at Acronis	Remote Full Time Windows
Cloud Partner Success Manager with Spanish (LATAM region) at Acronis	Remote Full Time Manager
Senior Cloud Support Specialist (Bilingual Spanish & English) at Acronis	Remote Full Time Windows
Technical Program Manager (Advanced Backup) at Acronis	Remote Full Time Analyst Manager

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