Cyber Expert Support Engineer (EMEA)

About the role

We are seeking an experienced Cyber Expert Support Engineer to join Acronis’ Global Customer Support team. In this role you will act as the final escalation point for complex incidents involving Acronis Cyber Protect, delivering expert troubleshooting and exceptional customer service across the EMEA region.

Key responsibilities

• Troubleshoot and resolve advanced technical incidents for corporate customers and partners across diverse software, networking and hardware environments.
• Maintain strong relationships with customers and partners while ensuring timely communication.
• Collaborate with Engineering, QA, Data Center Operations, Professional Services and Product Management to drive issue resolution.
• Mentor junior team members by sharing technical knowledge and best communication practices.
• Create and update documentation, knowledge‑base articles and technical guides.
• Stay current on industry trends such as cloud, storage, virtualization and business applications.

Required profile

• Minimum 2 years of experience in an advanced technical support role.
• Fluent English (written and spoken); additional languages a plus.
• Strong analytical skills with the ability to investigate Windows and Linux logs, security incidents and network traffic.

Required skills

• Windows Server log analysis, Procmon, Process Explorer.
• Linux/UNIX command‑line expertise; RedHat/Linux Foundation knowledge.
• Security threat analysis (ransomware, malware, EDR/XDR); CompTIA Security+ certification preferred.
• Networking tools: Wireshark, tcpdump, iperf; troubleshooting DHCP, DNS, VPN, L2TP/IPSEC/OpenVPN, HTTP servers.
• Cisco and Juniper networking concepts.