Senior Professional Services Specialist

🕒 October 13

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

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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

• Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and coordinating issue resolution with internal teams • Deliver Technical Account Management and Professional Services engagements, including support for pre-sales activities • Build and maintain relationships with customer IT, Operations, and Support teams • Analyze customer environments and recommend backup, disaster recovery, and business continuity strategies using Acronis solutions • Advise customers on product capabilities, roadmap updates, planned maintenance activities, and new product releases • Coordinate resolution of complex technical issues with Support, R&D, and Data Center Operations teams • Produce executive summaries, customer reports, and Root Cause Analysis documentation • Gather customer requirements and recommend solutions, product enhancements, configurations, and process improvements • Provide updates on support tickets, incidents, escalations, and feature requests • Participate in webinars, customer events, industry conferences, and internal Professional Services initiatives • Assess customer environments and size infrastructure requirements • Create detailed implementation and deployment plans • Lead or support deployment, configuration, and optimization of Acronis solutions in MSP and enterprise environments • Deliver technical training and provide tailored technical documentation and user guides • Conduct technical audits for solution performance, security, and operational effectiveness • Identify optimization opportunities to maximize customer value and ROI • Maintain deployment documentation and records of customer interactions • Collect post-deployment feedback and contribute to product and service improvements

🎯 Requirements

• 5+ years of hands-on experience supporting, administering, or configuring complex enterprise systems such as virtualized infrastructure, ERP platforms, inventory systems, BSS/OSS, or similar environments • Strong written and verbal English communication skills (upper-intermediate level or higher) • Experience using AI productivity tools such as Copilot, Windsurf, or similar solutions • Hands-on experience administering and troubleshooting VMware ESX or Microsoft Hyper-V, Windows Server environments, Linux systems, networking, firewalls, log analysis, and Bash scripting • Basic experience with endpoint security and EDR solutions, including monitoring, investigation, and response to security events • Basic knowledge of PostgreSQL, Oracle SQL, Microsoft SQL Server, Active Directory, Exchange, and Microsoft 365 / Office 365 • Solid understanding of ITIL principles • Strong customer-facing communication, presentation, and relationship-building skills • Availability for up to 30% international travel • Fluency in Spanish, Portuguese, or French (preferred qualification) • Experience designing or administering Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, and Oracle virtualized environments (preferred qualification) • Experience with cybersecurity, RMM, backup, disaster recovery, and business continuity solutions (preferred qualification) • Hands-on experience with Acronis Cyber Protect is a strong advantage • Resume and application must be submitted in English

🏖️ Benefits

• International travel opportunity of up to 30% • ITIL certification is an advantage • Participation in webinars, customer events, industry conferences, and internal Professional Services initiatives • Equal opportunity employment • Employment offers contingent upon successful completion of applicable criminal, education, and identity background checks

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