Cyber Expert Support Engineer

November 20

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Acronis

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Cybersecurity • SaaS • B2B

Acronis is a cyber protection company that provides integrated backup, disaster recovery, and cybersecurity solutions delivered as cloud-native and on-premises software. It offers endpoint protection (EDR/XDR), anti-malware, email and Microsoft 365 protection, RMM and PSA tools, and MSP-focused multi-tenant management to enable service providers and businesses to detect, respond, and recover from cyberthreats. Acronis operates globally with compliant data centers, certifications, and a platform designed to consolidate backup, security, and IT management into a single solution.

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

📋 Description

• 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

🎯 Requirements

• 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) • 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 • a • 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 • Business applications - managing and troubleshooting various enterprise-grade hypervisors • 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

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities