At Acronis, we are revolutionizing cyber protection by providing integrated solutions that monitor, control and protect the data on which businesses and lives depend. We seek a skilled professional to join our mission to create a safer digital future for all. The Cloud Support Priority Engineer will provide remote technical support for our products, ensuring customers' environments operate smoothly and securely. The successful candidate 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. About the Role This is an exciting opportunity for someone who enjoys working in a dynamic environment, is a creative thinker, a strong communicator and thrives under pressure. If you have a passion for troubleshooting, enjoy collaborating with others and are able to come up with efficient solutions for unordinary issues, then this role may be ideal for you. Key Responsibilities - Resolve various technical incidents for our customers involving software, networking and hardware environments. - Build and maintain strong relationships with customers, adapting to the ever-changing work environment. - Stay up-to-date with the latest changes, trends and technological advancements in the industry, including cloud, storage and virtualization. - Analyze and resolve problems by interacting with various departments. - Provide technical guidance to junior staff members and review technical results, evaluations and analyses. Requirements To be successful in this role, you should possess the following skills: - Fluent English and Italian (both verbal and written). - Network troubleshooting experience, proficiency in deploying and configuring services like DHCP, DNS, L2TP/IPSEC/Open VPN and HTTP servers. - Windows Server experience, knowledge of gathering and analyzing Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer. - Business applications experience, familiarity with one or more of MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp and NTP servers. - Excellent communication skills and customer focus, ability to prioritize and switch between multiple tasks. What We Offer We offer a supportive and inclusive work environment, opportunities for career growth and development, and a competitive compensation package.