Cyber Expert Support Engineer - LATAM

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.

Driven by our mission to protect, manage and automate every workload, we’ve built the industry’s only all-in-one solution.

We are looking for an experienced Technical Expert Support Engineer to join our Global Customer Support team and become one of our ultimate experts on resolving complex and challenging incidents related to our products and services.

The Expert Support Engineer will serve as the last line of support for our customers and will focus on troubleshooting the more complex issues escalated by other support teams.

This position offers an opportunity to become an expert engineer in troubleshooting Acronis’ world-class cyber protection solution, Acronis Cyber Protect.

We expect all of our Expert Support Engineer’s to deliver excellence in both technical expertise and customer service.

They will also work closely with other internal teams to ensure Acronis is delivering the best products and services possible.

• WHAT YOU’LL DO
• 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.).
• WHO WE’RE LOOKING FOR
• 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.

• Comp TIA 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, My SQL, 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.

WHO YOU ARE

• Detail-oriented, organized, and motivated to learn.
• Hands-on, dependable, and results-driven, with a strong sense of ownership.
• Collaborative and team-focused, committed to supporting colleagues and building positive working relationships.
• Adaptable and resilient, able to handle shifting priorities with urgency and focus.
• 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.

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