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Acronis, a global leader in AI-powered cyber protection, is seeking a Senior Professional Services Specialist to serve as the primary technical contact for customers and partners. In this role, you will deliver Technical Account Management and Professional Services engagements, including pre-sales support, while building and maintaining strong relationships with customer IT, Operations, and Support teams.
Key responsibilities include:
- Serve as the primary technical point of contact, providing ongoing guidance, monitoring solution health, and coordinating issue resolution
- Deliver Technical Account Management and Professional Services engagements with support for pre-sales activities
- Analyze customer environments and recommend backup, disaster recovery, and business continuity strategies using Acronis solutions
- Advise customers on product capabilities, roadmap updates, planned maintenance, and new releases
- Coordinate resolution of complex technical issues with Support, R&D, and Data Center Operations teams
- Produce executive summaries, customer reports, and Root Cause Analysis documentation
- Gather customer requirements and recommend solutions, product enhancements, 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
- Create detailed implementation and deployment plans
- Lead or support deployment, configuration, and optimization of Acronis solutions in MSP and enterprise environments
- Deliver technical training sessions and provide tailored documentation
- 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 customer interaction records
- Collect post-deployment feedback and contribute to continuous improvements
Requirements:
- 5+ years of hands-on experience supporting, administering, or configuring complex enterprise systems (virtualized infrastructure, ERP platforms, inventory systems, BSS/OSS, or similar)
- 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, or Oracle virtualized environments
- Experience with cybersecurity, RMM, backup, disaster recovery, and business continuity solutions
- Hands-on experience with Acronis Cyber Protect
