Senior Professional Services Specialist

This is a fully remote position, open to applicants in Bulgaria, +3 more countries.

📋 Description

• Act as the main technical liaison for customers.

• Offer continuous support, monitor the health of solutions, and proactively address issues in collaboration with internal teams.

• Deliver Technical Account Management and oversee project delivery services.

• Engage in the pre-sales process for services.

• Maintain comprehensive product and service knowledge bases along with hands-on experience.

• Foster trusted relationships with customer IT, Operations, and Support teams.

• Design backup and business continuity plans utilizing Acronis solutions.

• Advise clients on product features, provide visibility into the roadmap, maintenance schedules, and updates.

• Escalate and manage technical concerns with support, R&D, and data center operations teams.

• Create executive summaries and root cause analysis reports.

• Collect customer requirements and suggest features, configurations, and process adjustments.

• Keep customers updated on support tickets, incidents, and feature requests.

• Participate in webinars, external events, and industry conferences.

• Manage internal Professional Services projects.

• Evaluate solutions, size infrastructure, and formulate implementation plans.

• Lead or assist in the deployment and configuration of Acronis products.

• Provide technical training and customized documentation for customer IT teams and end users.

• Conduct technical audits and recommend enhancements for performance, security, and ROI.

• Maintain records of deployments and customer interactions, gathering feedback after deployment.

⛳️ Requirements

• Over 5 years of hands-on experience in the configuration and/or operation of complex corporate systems.

• English communication skills at a minimum B2/upper-intermediate level, both written and spoken, are required.

• Proficiency in Spanish is a significant advantage.

• Experience utilizing AI for productivity, including tools such as Copilot, Windsurf, and others.

• Administration and troubleshooting experience with VMware ESX, Microsoft Hyper-V, Windows Server, networks, Linux platforms, bash scripting, firewalls, and log analysis.

• Fundamental experience with endpoint management and security (EDR).

• Basic knowledge and experience with PgSQL, Microsoft SQL, Hosted Exchange, Active Directory, Office 365, and Oracle SQL.

• Strong understanding of ITIL Foundation principles; certification is advantageous.

• Experience in designing and administering Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, or Oracle virtualized environments is a plus.

• Solid understanding and experience in cybersecurity, RMM, backup, and disaster recovery processes.

• Familiarity with Acronis Cyber Protect is a significant differentiator.

• Exceptional relationship-building, communication, interpersonal, and presentation skills.

• Willingness to travel up to 30% of the time, including internationally.

• Resume and application must be submitted in English.

🏝️ Benefits

• Opportunities to participate in webinars, external events, and industry conferences.

• International travel opportunities (up to 30% of the time).

• Commitment to equal opportunity employment.

• Background-check process for employment offers.