Software Support Specialist with Spanish/Portuguese - LATAM

Acronis; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Acronis is seeking an English-speaking Technical Support Specialist to help customers and partners resolve software issues via email, phone, and chat. You will diagnose problems, provide configuration guidance, and document cases clearly for escalation when needed.

Responsibilities include analyzing problems, coordinating with engineers, maintaining accurate records, and ensuring high customer satisfaction across regions including Spanish or Portuguese-speaking customers.

Qualifications

• Upper-intermediate or better written and spoken English and another language (Spanish or Portuguese).
• At least one year of experience in a similar support role, preferably hosting or MSP environments.
• Basic Windows Server administration and log/diagnostic data collection.

Responsibilities

• Diagnose and troubleshoot software-related issues and provide configuration guidance.
• Analyze reported problems and define practical steps toward resolution.
• Coordinate with engineers and escalation teams; own cases that require escalation.
• Maintain constructive relationships with customers and partners throughout the support process.
• Track customer satisfaction, productivity, and interaction quality goals.
• Keep case communications and files complete and accurate in the support system.

Skills

English (upper-intermediate)

Spanish or Portuguese (upper-intermed)

Customer service

Analytical skills

Troubleshooting

Clear communication

Tools

Windows Server

Job description

Role overview

Help customers and partners resolve technical questions about software through email, phone, and chat. The role combines troubleshooting and configuration support with clear case documentation and coordination with engineering specialists when an issue needs deeper investigation or escalation.

Responsibilities

• Diagnose and troubleshoot software-related issues and provide configuration guidance to customers and partners.
• Analyze reported problems and define practical steps toward resolution.
• Coordinate with engineers and specialist teams, including taking ownership of cases that require escalation.
• Maintain constructive working relationships with customers and partners throughout the support process.
• Track customer satisfaction, productivity, and interaction quality goals.
• Keep case communications, documents, and files complete and accurate in the support system.

Requirements

• Upper-intermediate or better written and spoken English.
• Upper-intermediate or better written and spoken Spanish or Portuguese.
• At least one year of experience in a similar support role; hosting or managed service provider support is especially relevant.
• Basic Windows Server administration, including gathering and reviewing logs and diagnostic dumps.
• Ability to analyze technical issues and explain technical information clearly.
• Strong customer service and analytical skills.

Nice to have

• Familiarity with Linux or UNIX fundamentals and command-line tools.
• Exposure to virtualization environments such as VMware ESXi or Microsoft Hyper-V.
• Experience with business systems such as email, database, application delivery, or time synchronization servers.

Benefits and work setup

Applicants are asked to submit application materials in English.