Expert Support Engineer – Cloud & Cyber Protection

About the role

The Expert Support Engineer will be the final escalation point for Acronis' corporate customers across the EMEA region. You will troubleshoot complex incidents on the Acronis Cyber Protect platform, ensuring high‑quality technical assistance and customer satisfaction.

Key responsibilities

• Diagnose and resolve advanced technical issues spanning software, networking, and hardware environments.
• Maintain strong relationships with customers and partners while providing clear communication.
• Collaborate with Engineering, QA, Data Center Operations, Professional Services, and Product Management to drive issue resolution.
• Mentor junior team members and share best practices.
• Contribute to documentation, knowledge‑base articles, and technical guides.
• Stay current on industry trends in cloud, storage, virtualization, and business applications.

Required profile

• Minimum 2 years of experience in an advanced technical support role.
• Fluent written and spoken English.
• Strong communication skills and a customer‑service mindset.
• Passion for troubleshooting and ability to devise efficient solutions for unusual problems.
• Capability to prioritize and handle multiple incidents simultaneously.

Required skills

• Windows Server log analysis, Procmon, Process Explorer.
• Linux/UNIX administration, CLI proficiency; RedHat/Linux Foundation certifications a plus.
• Network analysis with Wireshark, tcpdump, iperf; troubleshooting DHCP, DNS, VPN, L2TP/IPSEC, OpenVPN, HTTP servers; Cisco/Juniper certifications a plus.
• Virtualization platforms: VMware ESXi, Microsoft Hyper‑V, KVM, Virtuozzo.
• Business applications: Microsoft Exchange, Microsoft SQL Server, MySQL, Oracle Database, Citrix XenApp, NTP servers.