Senior Professional Services Specialist

Acronis, Inc.; United States; A distancia; USD 110.000 - 160.000; Jornada completa

Descripción de la vacante

Acronis, Inc. is seeking a Senior Professional Services Specialist to lead technical engagements and ensure optimal deployment of cyber protection solutions for MSPs and enterprise customers.

The role emphasizes direct customer interaction, solution design, and ongoing service delivery, with opportunities to influence product roadmaps and maintenance activities.

Formación

• 5+ years managing complex enterprise IT environments.
• Strong English communication, written and verbal.
• Experience with virtualization, backup, or DR solutions.

Responsabilidades

• Serve as primary technical contact for customers, guiding issue resolution.
• Deliver Technical Account Management and Professional Services engagements.
• Build relationships with IT, Operations and Support teams.
• Assess environments and size infrastructure requirements for solutions.
• Lead deployment, configuration, and optimization of Acronis solutions.

Conocimientos

VMware ESX

Windows Server

Linux systems

Networking

Firewalls

Bash scripting

EDR security

ITIL

Active Directory

Office 365

SQL knowledge

Customer-facing comms

Herramientas

Copilot

Windsurf

Descripción del empleo

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload that businesses and lives depend on, we’ve built the industry’s only all-in-one solution. We are looking for a Senior Professional Services Specialist to join our mission of protecting the digital world. Acronis offers Professional Services to our Service Providers and corporate users to assist in the design, integration, implementation, and ongoing operation of Acronis’ cybersecurity, R&D, backup, disaster recovery, storage, monitoring, and other data protection solutions. We take pride in delivering high-quality services and deliverables, and we believe that our partners success invariably depends on our ability to provide reliable and complete cyber protection and fast recovery services for virtual, physical, mobile and cloud environments. The Senior Professional Services Specialists acts as the primary technical contact for customers and partners, leading initiatives that improve solution stability, customer satisfaction, and long-term business success. The ideal candidate has strong infrastructure experience, enjoys working directly with customers, and thrives in a fast-paced technical environment.

WHAT YOU'LL DO

• Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and coordinating issue resolution with internal teams.
• Deliver Technical Account Management and Professional Services engagements, including support for pre-sales activities.
• Build and maintain strong relationships with customer IT, Operations, and Support teams across all levels.
• Analyze customer environments and recommend backup, disaster recovery, and business continuity strategies using Acronis solutions.
• Advise customers on product capabilities, roadmap updates, planned maintenance activities, and new product releases.
• Coordinate and drive resolution of complex technical issues with Support, R&D, and Data Center Operations teams.
• Produce executive summaries, customer reports, and Root Cause Analysis (RCA) documentation.
• Gather customer requirements and recommend solutions, product enhancements, configurations, and process improvements.
• Provide regular updates on support tickets, incidents, escalations, and feature requests.
• Participate in webinars, customer events, industry conferences, and internal Professional Services initiatives.
• Assess customer environments and size infrastructure requirements appropriately.
• Create detailed implementation and deployment plans.
• Lead or support the deployment, configuration, and optimization of Acronis solutions in MSP and enterprise environments.
• Deliver technical training sessions and provide tailored technical documentation and user guides.
• Conduct technical audits to ensure solution performance, security, and operational effectiveness.
• Identify optimization opportunities to maximize customer value and ROI.
• Maintain accurate deployment documentation and records of customer interactions.
• Collect post-deployment feedback and contribute to continuous product and service improvements.

WHAT YOU BRING

• 5+ years of hands-on experience supporting, administering, or configuring complex enterprise systems such as virtualized infrastructure, ERP platforms, inventory systems, BSS/OSS, or similar environments.
• Strong written and verbal English communication skills (upper-intermediate level or higher).
• Experience using AI productivity tools such as Copilot, Windsurf, or similar solutions.
• Hands-on experience administering and troubleshooting: VMware ESX or Microsoft Hyper‑V Windows Server environments Linux systems Networking, firewalls, log analysis, and Bash scripting Basic experience with endpoint security and EDR solutions, including monitoring, investigation, and response to security events.
• Basic knowledge of: PostgreSQL Oracle SQL Microsoft SQL Server Active Directory Exchange Microsoft 365 / Office 365 Solid understanding of ITIL principles; ITIL certification is an advantage.
• Strong customer-facing communication, presentation, and relationship-building skills.
• Availability for up to 30% international travel.
• Nice to Have Fluency in French, Spanish or Portuguese.
• Experience designing or administering: Microsoft Hosted Exchange Microsoft SQL Virtuozzo Citrix Oracle virtualized environments
• Experience with cybersecurity, R&D, backup, disaster recovery, and business continuity solutions.
• Hands‑on experience with Acronis Cyber Protect is a strong advantage.

WHO WE ARE

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 21,000 service providers to protect more than 750,000 businesses. Our corporate culture centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global “A-Team,” you’ll operate in a high‑growth, fast‑paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management for managed service providers (MSPs), small and medium businesses (SMBs), enterprise IT departments and home users. Our all-in-one solutions are highly efficient and designed to identify, prevent, detect, respond, remediate, and recover from modern cyberthreats with minimal downtime, ensuring data integrity and business continuity. We offer the most comprehensive security solution on the market for MSPs with our unique ability to meet the needs of diverse and distributed IT environments. A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses. Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

OUR INTERVIEW PRACTICES

To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third‑party assistance. Interviews are designed to assess individual skills, experience, and communication style, and we value authentic, real‑time interaction.

Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in‑person interviews.

All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances. #LI-MC1