Cyber Support Engineer – EMEA

About the role

We are looking for a senior technical authority to resolve the most complex cybersecurity incidents for corporate customers across the EMEA region. The role focuses on investigating threats identified by Acronis solutions and providing advanced technical support.

Key responsibilities

• Investigate, troubleshoot and remediate technical incidents across software, networking and hardware environments.
• Perform initial triage and validation of MDR incidents, assess severity and coordinate escalation with security analysts.
• Build and maintain strong relationships with customers and partners.
• Collaborate with Engineering, QA, Data Center Operations, Professional Services and Product Management to resolve complex issues.
• Train and mentor junior team members, sharing technical expertise and best communication practices.
• Develop documentation, knowledge‑base articles and technical content on Acronis products.
• Maintain deep knowledge of Acronis operations and stay up‑to‑date with industry trends in cybersecurity, cloud, storage and virtualization.

Required profile

• Minimum 2 years of experience in an advanced technical support role with hands‑on cybersecurity and incident‑response work.
• Fluent English (written and spoken); additional languages are a plus.

Required skills

• Security threat analysis and mitigation (ransomware, malware, data leaks).
• Experience with EDR/MDR/XDR incident handling.
• Incident‑response procedures.
• Relevant cybersecurity certifications (e.g., CompTIA Security+).