Site Reliability Engineer
Senior Professional Services Specialist
Sofia City
Apply on the employer's siteRole description
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, 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.
Our Professional Services team supports service providers and enterprise customers in the design, integration, implementation, and operation of our cybersecurity, backup, disaster recovery, and data protection solutions across cloud, virtual, and physical environments. In this role, you will act as the main technical point of contact for partners and customers, driving initiatives that improve system stability, enhance customer satisfaction, and support MRR growth.
What You'll Do
- Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and proactively resolving issues in collaboration with internal teams.
- Provide Technical Account Management and project delivery services. As well as participate in services pre-sale process.
- Develop and keep updated knowledge bases and hands-on experience with Acronis products and services.
- Develop trusting relationships with customers’ IT / Operations / Support teams at all levels.
- Understand customer environments to design effective backup and business continuity strategies using Acronis solutions, while advising on product features, roadmap visibility, and planned maintenance. Engage customers in evaluating new product versions and upcoming enhancements.
- Escalate and manage the resolution of technical issues that the customer may experience with Acronis support teams, R&D, and data center operations teams.
- Develop internal and customer-facing executive summaries for Acronis, write root cause analysis reports. Gather customer requirements, recommend additional features, configurations, and process changes to meet their needs.
- Keep the customer regularly informed about the progress of their support tickets, incidents, and new feature requests.
- Participate in webinars, external events, and industry conferences, collaborating in the development of the Professional Services organization through the management of internal projects.
- Assess the designed solution to size infrastructure appropriately and develop detailed implementation plan.
- Lead or assist in the deployment and configuration of Acronis products for MSP and enterprise environments, according to specific customer requirements.
- Deliver technical training sessions and provide tailored documentation and user guides to customer IT teams and end users.
- Conduct technical audits of deployed solutions, ensuring performance, and security, and recommend optimizations to maximize effectiveness and ROI.
- Maintain comprehensive records of deployments and customer interactions, and gather post-deployment feedback to inform product and service improvements.
What You Bring
- 5+ years of hands-on experience in the configuration and/or operation of complex corporate systems (virtualized infrastructure, ERP, inventories, BSS/OSS, etc.).
- Ability to communicate in English (minimum B2/upper-intermediate level), both written and spoken, is required. Spanish is a strong plus
- Experience with the use of AI for productivity, Copilot, Windsurf and other solutions.
- Experience in administration / troubleshooting in on-premise virtualized environments (VMware ESX, Microsoft Hyper-V), Windows Server, networks and Linux platforms: bash scripting, networks, firewall, and log analysis
- Basic experience in endpoint management and security (EDR) for proactive and reactive protection of end devices using real-time monitoring tools to detect, investigate, and respond to suspicious activities.
- Basic knowledge / experience with PgSQL, Microsoft enterprise applications/services (SQL / Hosted Exchange/AD/Office 365), Oracle SQL.
- Solid understanding of ITIL Foundation principles; certification is a plus.
- Excellent relationship and communication skills, interpersonal relationship building, and presentation to large audiences.
- Availability to travel up to 30% of the time, including international travel.
- Experience in designing/administrating Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo/Citrix/Oracle virtualized environments is a plus.
- Solid understanding and experience with cybersecurity, RMM, backup, disaster recovery. Experience with Acronis Cyber Protect is a major differential.
- Please submit your resume and application in English
Who We Are
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.
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