Senior Professional Services Specialist

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

📋 Description

• Act as the main technical liaison for customers, offering continuous guidance, monitoring the health of solutions, and facilitating issue resolutions with internal teams.

• Provide Technical Account Management and Professional Services support, including assistance with pre-sales activities.

• Establish and nurture relationships with customer IT, Operations, and Support teams.

• Evaluate customer environments and propose backup, disaster recovery, and business continuity strategies utilizing Acronis solutions.

• Inform customers about product functionalities, roadmap updates, scheduled maintenance, and new product launches.

• Manage the resolution of intricate technical issues in collaboration with Support, R&D, and Data Center Operations teams.

• Create executive summaries, customer reports, and Root Cause Analysis documentation.

• Collect customer requirements and suggest solutions, product enhancements, configurations, and process optimizations.

• Provide updates on support tickets, incidents, escalations, and feature requests.

• Engage in webinars, customer events, industry conferences, and internal Professional Services efforts.

• Assess customer environments and evaluate infrastructure requirements.

• Develop comprehensive implementation and deployment plans.

• Lead or assist in the deployment, configuration, and optimization of Acronis solutions in MSP and enterprise settings.

• Conduct technical training sessions and create customized technical documentation and user guides.

• Perform technical audits to evaluate solution performance, security, and operational effectiveness.

• Identify areas for optimization to enhance customer value and ROI.

• Maintain comprehensive deployment documentation and records of customer interactions.

• Gather post-deployment feedback to aid in product and service enhancements.

⛳️ Requirements

• Over 5 years of direct experience in supporting, administering, or configuring complex enterprise systems such as virtualized infrastructure, ERP platforms, inventory systems, BSS/OSS, or comparable environments.

• Excellent written and verbal communication skills in English (upper-intermediate level or higher).

• Familiarity with AI productivity tools such as Copilot, Windsurf, or similar solutions.

• Practical experience in administering and troubleshooting VMware ESX or Microsoft Hyper-V, Windows Server environments, Linux systems, networking, firewalls, log analysis, and Bash scripting.

• Basic knowledge of endpoint security and EDR solutions, encompassing monitoring, investigation, and response to security incidents.

• Fundamental knowledge of PostgreSQL, Oracle SQL, Microsoft SQL Server, Active Directory, Exchange, and Microsoft 365 / Office 365.

• Strong grasp of ITIL principles.

• Excellent customer-facing communication, presentation, and relationship-building abilities.

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

• Proficiency in Spanish, Portuguese, or French is preferred.

• Experience in designing or managing Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, and Oracle virtualized environments is preferred.

• Background in cybersecurity, RMM, backup, disaster recovery, and business continuity solutions is preferred.

• Hands-on experience with Acronis Cyber Protect is a significant advantage.

• Resume and application must be submitted in English.

🏝️ Benefits

• Opportunity for international travel of up to 30%.

• ITIL certification is a plus.

• Involvement in webinars, customer events, industry conferences, and internal Professional Services initiatives.

• Commitment to equal opportunity employment.

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