Cyber Expert Support Engineer, EMEA

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

📋 Description

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

• Foster and sustain strong relationships with customers and partners.

• Collaborate with Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to effectively resolve intricate technical customer challenges.

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

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

• Maintain an in-depth understanding of Acronis' operations and products to provide optimal support for customer inquiries.

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

⛳️ Requirements

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

• Proficient in English (both spoken and written).

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

• Familiarity with Windows Server - ability to gather and analyze various Windows logs and dumps, application-level troubleshooting using Procmon and Process Explorer.

• Proficient in Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are advantageous.

• Security expertise – capable of analyzing and mitigating various security threats, including ransomware and malware attacks, EDR/XDR incidents, and data leaks. Cybersecurity certifications (e.g., CompTIA Security+) are a plus.

• Networking skills - able to analyze traffic using Wireshark, tcpdump, and iperf. Troubleshooting network services such as DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, and HTTP servers. Cisco/Juniper certifications are a plus.

• Virtualization competence - managing and troubleshooting various enterprise-grade hypervisors such as VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.

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

• Strong communication skills and a customer service orientation.

• Enthusiasm for troubleshooting and the capability to devise efficient solutions for unusual problems.

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

🏝️ Benefits

• Opportunities for professional development.

• Flexible working hours.