[Hiring] Cyber Expert Support Engineer @Acronis

Role Description

Acronis is looking for an Expert Support Engineer to join our mission of protecting the digital world. As an Expert Support Engineer in our Global Customer Support team, you will be the final point of escalation for our customers, tackling the most complex technical challenges. You’ll partner closely with cross‑functional teams to help ensure Acronis continues to deliver exceptional products and world-class service.

• 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.).

Qualifications

• 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. RedHat/Linux Foundation certifications are a plus.
• Security - analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/XDR incidents, data leaks. Cybersecurity 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 hypervisors such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers.
• Good communication skills and a customer service focus.
• Passion for troubleshooting and ability to come up with efficient solutions for unusual issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.

Requirements

• Please submit your resume and application in English.

Company Description

Acronis is a Swiss company founded in Singapore in 2003, offering over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

• Our corporate culture centers on innovation, accountability, and impact.
• We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes.
• As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.