Expert Support Engineer – Cyber Protection

About the role

Acronis is seeking an Expert Support Engineer to join its Global Customer Support team. The role focuses on resolving complex technical incidents for corporate customers and partners using Acronis Cyber Protect, acting as the final escalation point.

Key responsibilities

• Troubleshoot and resolve advanced technical issues across software, networking, and hardware environments.
• Collaborate with Engineering, QA, Data Center Operations, Professional Services, and Product Management to drive solutions.
• Mentor junior team members and share best practices.
• Create and maintain 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 English (written and spoken); additional languages are a plus.
• Strong analytical mindset and ability to work independently.

Required skills

• Windows Server administration – log analysis, Procmon, Process Explorer.
• Linux/UNIX command‑line expertise; RedHat/Linux Foundation knowledge.
• Security incident analysis – ransomware, malware, EDR/XDR, data leaks; security certifications a plus.
• Network troubleshooting – Wireshark, tcpdump, iperf, DHCP, DNS, VPN, L2TP/IPSEC, OpenVPN, HTTP servers; Cisco/Juniper knowledge a plus.
• Virtualization concepts and cloud‑related technologies.