Cloud Frontline Support Specialist – Spanish

About the role

Acronis is looking for a bilingual Cloud Frontline Support Specialist to act as the bridge between customers and internal technical teams. You will handle software‑related inquiries via phone, email and chat, ensuring a best‑in‑class experience for MSPs and end‑users.

Key responsibilities

• Provide technical support, configuration and troubleshooting for cloud‑based software.
• Analyze customer problems, define resolution plans and document actions.
• Maintain strong relationships with partners and internal engineers.
• Escalate complex cases and collaborate with the Expert team.
• Meet and exceed KPIs such as customer satisfaction and productivity.

Required profile

• Fluent in English and Spanish (verbal and written).
• At least 1 year of experience in hosting tech support or a Managed Service Provider environment.
• Strong analytical and customer‑service mindset.

Required skills

• Basic Windows Server administration (log and dump analysis).
• Linux/UNIX fundamentals and command‑line proficiency.
• Knowledge of virtualization platforms (VMware ESXi, Microsoft Hyper‑V).
• Familiarity with business applications: MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, NTP servers.