Corporate Cloud Expert Engineer

About the Job

Acronis, a global leader in cyber protection, is seeking an experienced Corporate Cloud Expert Engineer to join our Global Customer Support team. You will be instrumental in resolving complex incidents related to our cutting-edge products and services, serving as the ultimate point of escalation for our customers. This role focuses on meticulously analyzing cybersecurity incidents detected by Acronis products and troubleshooting advanced issues escalated by other support teams. As an Expert Support Engineer, you will deepen your expertise in Acronis' world-class cyber protection solution, Acronis Cyber Protect, delivering both technical excellence and exceptional customer service. Collaboration with internal Engineering (Development, QA, Data Center Operations) and Business (Professional Services, Product Management) departments is key to efficiently resolving intricate customer challenges.

What You'll Do:

• Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware, emphasizing robust cybersecurity, threat detection, and risk mitigation.
• Perform initial triage and validation of Managed Detection and Response (MDR) incidents, assessing severity and impact, and ensuring timely escalation and coordination with security analysts.
• Cultivate and maintain strong relationships with customers and partners.
• Collaborate with Engineering and Business departments to resolve complex technical customer issues.
• Contribute to the training and mentoring of junior team members through knowledge sharing and best communication practices.
• Develop documentation, knowledge base articles, and technical guides for Acronis' products.
• Maintain in-depth knowledge of Acronis' operations and products to provide optimal customer support.
• Stay abreast of the latest industry trends and technological advancements in cybersecurity, cloud, storage, virtualization, and business applications.

What You Bring:

• A minimum of 2 years of experience in advanced technical support, with practical experience in cybersecurity practices and incident response.
• Fluent English (written and verbal). Proficiency in additional languages such as Spanish, French, Portuguese, German, Malay, or Chinese is advantageous.

Experience and Skills Must Include:

• Security: Analyzing and mitigating diverse security threats including ransomware, malware attacks, EDR/MDR/XDR incidents, and data leaks. Cybersecurity certifications like CompTIA Security+ or CySA+ are a plus.
• Windows Server: Proficient in gathering and analyzing Windows logs and dumps, with expertise in application-level troubleshooting using tools like Procmon and Process Explorer.
• Linux/UNIX: Skilled in application and configuration management, with advanced command-line interface (CLI) proficiency. RedHat/Linux Foundation certifications are a plus.
• Networking: Experienced in traffic analysis using Wireshark, tcpdump, and iperf. Proven ability to troubleshoot network services such as DHCP, DNS, VPNs (L2TP/IPSEC/OpenVPN), and HTTP servers. Cisco/Juniper certifications are a plus.
• Virtualization: Expertise in managing and troubleshooting enterprise-grade hypervisors including VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.
• Business Applications: Skilled in managing and troubleshooting critical business applications such as MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers.
• Strong communication skills and a customer service-oriented approach.
• A passion for troubleshooting and the ability to devise effective solutions for unique challenges.
• Ability to prioritize and manage multiple time-sensitive issues concurrently.