Senior Professional Services Specialist

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

📋 Description

• Act as the main technical liaison for customers.

• Offer continuous support, oversee solution performance, and proactively address issues with internal teams.

• Deliver Technical Account Management and project implementation services.

• Engage in the pre-sales process for services.

• Keep up-to-date with product and service knowledge and refresh knowledge bases.

• Foster relationships with customers’ IT, Operations, and Support teams.

• Design backup and business continuity plans utilizing Acronis solutions.

• Guide customers on product features, roadmap insights, and scheduled maintenance.

• Oversee the resolution of technical issues 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 improvements.

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

• Take part in webinars, external events, and industry conferences.

• Manage internal Professional Services projects.

• Assess infrastructure needs and formulate detailed implementation plans.

• Lead or assist in the deployment and configuration of Acronis products for MSP and enterprise settings.

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

• Perform technical audits and recommend optimizations for performance, security, and ROI.

• Maintain records of deployments and customer interactions, and gather feedback post-deployment.

⛳️ Requirements

• Over 5 years of practical experience in configuring and/or managing complex corporate systems.

• Proficient in English and Spanish, both spoken and written, at least at an upper intermediate level.

• Familiarity with AI productivity tools, including Copilot, Windsurf, and others.

• Experience in administering and troubleshooting on-premise virtualized environments, such as VMware ESX, Microsoft Hyper-V, Windows Server, networks, Linux platforms, bash scripting, firewalls, and log analysis.

• Basic experience in endpoint management and security (EDR).

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

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

• Outstanding relationship, communication, interpersonal, and presentation abilities.

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

• Experience with 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.

• Experience with Acronis Cyber Protect is a significant advantage.

• Resume and application must be submitted in English.

🏝️ Benefits

• Equal opportunity employer.

• Employment offers are contingent upon the successful completion of relevant criminal, education, and identity background checks.