Cyber Expert Support Engineer, EMEA

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Acronis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

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.

📋 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 (Cloud, Storage, Virtualization, Business Applications, etc.).

🎯 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. RedHat/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 hypervisors such as, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, 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.

🏖️ Benefits

• Professional development • Flexible working hours