Technical Support Engineer I- Continuity

Position Summary:

The Tech Support Engineer I – Continuity A interacts with our partners through multiple communication channels providing technical support and escalation assistance on the highly complex Continuity vendor Acronis. They create product knowledge documentation as needed. The Engineer works in a close-knit team that interacts constantly to aid one another and provide the best experience possible for our Partners.

Essential Responsibilities:

• Provide technical partner support by managing daily cases assigned resolving routine technical cases and escalating cases to upper-tier engineers and/or vendors.

• Work with the Acronis Support team on escalated cases to ensure prompt response and assist with a resolution.

• Collaborate closely with our partners to answer basic product questions and clarify processes.

• Develop and maintain knowledge around Acronis backup technologies.

• Work with Pax8 Sales and Solution Consultants to support partners as needed and provide a well-rounded support experience.

Ideal Skills Experience and Competencies:

• At least two (2) years of related experience in the technical support field.

• Fundamental level of knowledge on at least one supported technology (e.g. Acronis).

• Possess an understanding of complex systems surrounding backup solutions (e.g. VSS NTFS LAN/WAN technologies TCP/IP/VPN technologies blockchain/D2C technologies cloud infrastructure disaster recovery).

• Possess a strong technical aptitude.

• Strong ability for problem-solving and analyzing new environments quickly.

• Exceptional written and verbal communication.

• Propensity for learning and ability to learn new technologies quickly.

• Team-driven with a focus on collaboration over individual work.

• Organized with a strong ability for time management.

• Strongly driven for personal and professional growth.

• Driven to grow and learn constantly.

• Resilience to actively learn through experimentation when tackling new problems using both successes and failures as learning opportunities.

• Agility to anticipate and adopt innovations in business-building digital and technology applications.

• Ability to build partnerships and work collaboratively with others to meet shared objectives.

• Ability to make sense of complex high volume and sometimes contradictory information (e.g. vendor logs vendor KBs Event Viewer logs) to effectively solve problems.

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience.

Compensation:

• Qualified candidates can expect a salary beginning at $50000 or more depending on experience

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