Support Systems Specialist

The person in this position serves as the main technical support expert for Acronis systems used by various users and stakeholders. The role involves resolving technical incidents through independent troubleshooting, collaboration across departments, and ensuring user satisfaction. The person will also contribute to process improvement, documentation, and coordination of complex cross-functional tasks with teams such as Product Management, Sales, and Operations.Job Functions And Main ResponsibilitiesAct as the primary technical contact for user-reported issues, ensuring timely and efficient resolutionTroubleshoot and analyze technical problems, define appropriate corrective actions, and follow through to resolutionCollaborate with internal teams (Product, Sales and Engineering) to resolve complex cases and improve system stabilityEscalate and track tickets with third-party vendors or support providers when requiredIdentify recurring issues and propose process or system improvementsMaintain accurate records of issues, solutions, and process updatesCreate and maintain KB articles, best practice guides, and other support documentationContribute to the continuous enhancement of user experience across Acronis systemsQualifications1+ years of experience in technical support, system administration, or a related fieldStrong analytical and troubleshooting skills, with a passion for problem-solvingExcellent communication and collaboration skills, with a strong user-oriented mindsetAbility to prioritize and manage multiple tasks in a fast-paced environmentHigh attention to detail and accountability for delivering quality outcomesStrong documentation skills and ability to convey complex technical concepts clearlyAbility to work effectively with cross-functional teams and external stakeholdersFluent English (both oral and written)