We are looking for an experienced Cyber Security 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 analyzing cyber security incidents reported by Acronis products and troubleshooting the more complex issues escalated by other support teams. This position offers an opportunity to become an expert engineer in 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
- Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments, ensuring robust cybersecurity practices, threat detection, and risk mitigation.
- Perform initial triage and validation of MDR incidents to determine severity and impact, ensuring timely escalation and coordination with security analysts for appropriate response actions.
- 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 (Cybersecurity, Cloud, Storage, Virtualization, Business Applications, etc.).
WHAT YOU BRING
2+ years of experience in an advanced technical support role, with hands-on experience in cybersecurity practices and incident response.
Fluent English (both written and verbal). Additional languages known are a plus (Spanish, French, Portuguese, German, Malay, Chinese).
Experience and skills must include:
Security – analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/MDR/XDR incidents, data leaks. Cybersecurity certifications (e.g. CompTIA Security+, CySA+) are a plus
Windows Server - gather and analyse various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.
Networking - analysing 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, MySQL,Oracle DB, Citrix XenApp, 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 WE ARE
A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.
Our corporate culture centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.
OUR INTERVIEW PRACTICES
To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance. Interviews are designed to assess individual skills, experience, and communication style and we value authentic, real-time interaction.
Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks
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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