Cyber Expert Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Diagnose and resolve a range of technical incidents for Acronis' corporate clients and partners across diverse software, networking, and hardware environments.

• Establish and nurture strong relationships with customers and partners.

• Collaborate with Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) teams to effectively address complex technical issues faced by customers.

• Contribute to the training and mentoring of junior team members by sharing technical knowledge and effective communication techniques.

• Engage in the creation of documentation, knowledge bases, and technical articles pertaining to Acronis' products.

• Maintain extensive knowledge of Acronis' operations and products to optimally assist customer inquiries.

• Keep abreast of the latest changes, trends, and technological advancements in the industry, including Cloud, Storage, Virtualization, and Business Applications.

⛳️ Requirements

• A minimum of 2 years experience in an advanced technical support position.

• Proficient in English, both written and oral.

• Knowledge of additional languages is advantageous (Spanish, French, Portuguese, German).

• Experience with Windows Server, including gathering and analyzing various Windows logs and dumps, and application-level troubleshooting using Procmon and Process Explorer.

• Proficient in Linux/UNIX, focusing on application and configuration management, with CLI power user skills.

• RedHat/Linux Foundation certifications are beneficial.

• Security expertise in analyzing and mitigating various threats, such as ransomware and malware attacks, EDR/XDR incidents, and data leaks.

• Cybersecurity certifications (e.g., CompTIA Security+) are a plus.

• Networking skills, including traffic analysis using Wireshark, tcpdump, and iperf.

• Experience in troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, and HTTP servers.

• Cisco/Juniper certifications are advantageous.

• Expertise in virtualization, managing and troubleshooting enterprise-grade hypervisors such as VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.

• Proficient in managing and troubleshooting enterprise-grade business applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers.

• Strong communication skills with a focus on customer service.

• A passion for troubleshooting and the ability to develop effective solutions for unique challenges.

• Capability to prioritize and manage a variety of time-sensitive issues effectively.

🏝️ Benefits

• Opportunities for professional development.