Senior Cloud Support Specialist (Bilingual Spanish

Acronis; Xico; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A global tech leader seeks a Support Specialist in Xico, Mexico, to resolve technical incidents and support customers in their integration needs. The ideal candidate is bilingual in English and Spanish, possesses at least 2 years of technical support experience, and has a strong focus on customer engagement. Join a team passionate about protecting data with innovative solutions and work in a collaborative environment.

Formación

• 2+ years of experience in a similar technical support role.
• Experience in the Managed Service Provider or Hosting tech support business is preferred.
• Awareness of modern Virtualization technologies.

Responsabilidades

• Resolve various technical incidents for customers.
• Assist partners with Acronis integration with RMM/PSA tools.
• Build and maintain strong relationships with customers.

Conocimientos

Fluent English (verbal and written)

Fluent Spanish (verbal and written)

Great communication and customer focus

Ability to prioritize time-sensitive issues

Basic knowledge of Network protocols

Passion for troubleshooting

Herramientas

Wireshark

tcpdump

iperf

VMware ESXi

Microsoft Hyper-V

Descripción del empleo

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!

WHAT YOU'LL DO

• Work on resolving various technical incidents for customers involving various software, networking and hardware environments
• Focus on assisting partners with Acronis integration with various RMM / PSA tools, as well as integration systems with other partners
• Build and maintain strong relationships with the customers and partners
• Stay current on the latest changes, trends and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.)
• Maintain deep knowledge of Acronis' operations and products to support client requests in the best possible way
• Train and mentor junior teammates by sharing your technical expertise and best practices
• Develop documentation regarding installation, upgrades, support, and compatibility issues

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

• Fluent English (both verbal and written)
• Fluent Spanish (both verbal and written)
• 2+ years of experience in a similar technical support role and applicable industry (preferably in Managed Service Provider or Hosting tech support business)
• Great communication and customer focus and ability to prioritize time‑sensitive issues
• Basic knowledge of Network protocols and troubleshooting techniques (know how to use Wireshark, tcpdump, iperf)
• Awareness of the modern Virtualization technologies (know how to deploy and manage Virtual Machines on VMware ESXi / Microsoft Hyper‑V clusters)
• Passion for troubleshooting, ability to come up with efficient solutions for unordinary issues
• Would be considered plus if you have

Plus skills

• Expertise in supporting or administering RMM and PSA solutions - ConnectWise Control, ConnectWise Manage, ConnectWise Automate
• Knowledge of Linux / UNIX basics, CLI
• Experience with deploying and configuring services - DHCP, DNS, L2TP / IPSEC / Open VPN, HTTP servers

WHO WE ARE

Founded in Singapore and incorporated in Switzerland, 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.