Cyber Expert Support Engineer - EMEA

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection.

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments.
• Build and maintain strong relationships with customers and partners.
• Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues.
• Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices.
• Participate in developing documentation, knowledge base, and technical articles on Acronis' products.
• Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way.
• Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.).

• 2+ years of experience in an advanced technical support role
• Fluent English (both written and verbal).
• Additional languages known are a plus (Spanish, French, Portuguese, German).
• Experience and skills must include:
  • Windows Server - gather and analyze various Windows logs and dumps, application-level troubleshooting with Procmon and Process Explorer
  • Linux/UNIX - application and configuration management, CLI power user. Red Hat/Linux Foundation certifications are a plus.
  • Security – analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/XDR incidents, data leaks. Cyber security certifications (e.g. CompTIA Security+) are a plus
  • Networking - analyzing the traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.
  • Virtualization expertise - managing and troubleshooting various enterprise-grade hypervisors such as VMware ESXi, Microsoft Hyper‑V, KVM, and Virtuozzo.
  • Business applications - managing and troubleshooting various enterprise-grade business applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix Xen App, and NTP servers
• Good communication skills and customer service focus.
• Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.
• Please submit your resume and application in English

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.