Cyber Expert Support Engineer - EMEA

Acronis

WHAT YOU'LL DO

• Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments, ensuring robust cybersecurity practices, threat detection, and risk mitigation.

• Perform initial triage and validation of MDR incidents to determine severity and impact, ensuring timely escalation and coordination with security analysts for appropriate response actions.

• Build and maintain strong relationships with customers and partners.

• Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues.

• Play your part in training and mentoring junior team members by sharing technical expertise and best communication practices.

• Participate in developing documentation, knowledge base, and technical articles on Acronis' products.

• Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way.

• Stay up to date on the latest changes, trends, and technological advancements in the industry (Cybersecurity, Cloud, Storage, Virtualization, Business Applications, etc.).

WHAT YOU BRING

• 2+ years of experience in an advanced technical support role, with hands-on experience in cybersecurity practices and incident response.

• Fluent English (both written and verbal). Additional languages known are a plus (Spanish, French, Portuguese, German, Malay, Chinese).

Experience and skills must include:

• Security analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/MDR/XDR incidents, data leaks. Cybersecurity certifications (e.g. CompTIA Security+, CySA+) are a plus

• Windows Server - gather and analyse various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer

• Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.

  Networking - analysing the traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.

• Virtualization expertise - managing and troubleshooting various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.

• Business applications - managing and troubleshooting various enterprise-grade hypervisors such as, MS Exchange, MS SQL, MySQL,Oracle DB, Citrix XenApp, and NTP servers

Good communication skills and customer service focus.

• Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues.

• Ability to prioritize and switch between a variety of time-sensitive issues.