Cloud Frontline Support Specialist – French

About the role

Acronis is seeking a bilingual Cloud Frontline Support Specialist to act as the primary liaison between customers and internal resources. You will handle software‑related technical 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 products.
• Analyze customer problems, develop resolution plans, and document actions in the support system.
• Collaborate with engineers and the Expert team to deliver technical action plans and manage escalations.
• Maintain strong relationships with partners and meet KPI targets such as customer satisfaction and productivity.

Required profile

• Fluent in English and French (minimum Upper‑Intermediate).
• At least 1 year of experience in a similar technical support role, preferably within a hosting or MSP environment.
• Strong analytical abilities and a customer‑focused mindset.

Required skills

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

What we offer

• Opportunity to work with a global leader in cyber protection.
• Collaborative, innovative culture that encourages ownership and growth.
• Exposure to cutting‑edge AI‑powered security and data‑protection technologies.