Senior Professional Services Specialist

• Serve as the primary technical point of contact for customers
• Provide ongoing guidance, monitor solution health, and proactively resolve issues with internal teams
• Provide Technical Account Management and project delivery services
• Participate in the services pre-sales process
• Maintain product and service knowledge bases and hands-on experience
• Build trusted relationships with customer IT, Operations, and Support teams
• Design backup and business continuity strategies using Acronis solutions
• Advise customers on product features, roadmap visibility, maintenance, and new versions
• Escalate and manage technical issues with support, R&D, and data center operations teams
• Prepare executive summaries and root cause analysis reports
• Gather customer requirements and recommend features, configurations, and process changes
• Keep customers informed about support tickets, incidents, and feature requests
• Participate in webinars, external events, and industry conferences
• Manage internal Professional Services projects
• Assess solutions, size infrastructure, and develop implementation plans
• Lead or assist with deployment and configuration of Acronis products
• Deliver technical training and tailored documentation to customer IT teams and end users
• Conduct technical audits and recommend performance, security, and ROI optimizations
• Maintain deployment and customer-interaction records and gather post-deployment feedback

• 5+ years of hands-on experience in configuration and/or operation of complex corporate systems
• English communication at minimum B2/upper-intermediate level, written and spoken, required
• Spanish is a strong plus
• Experience using AI for productivity, Copilot, Windsurf, and other solutions
• Administration/troubleshooting experience with VMware ESX, Microsoft Hyper-V, Windows Server, networks, Linux platforms, bash scripting, firewalls, and log analysis
• Basic experience with endpoint management and security (EDR)
• Basic knowledge/experience with PgSQL, Microsoft SQL, Hosted Exchange, Active Directory, Office 365, and Oracle SQL
• Solid understanding of ITIL Foundation principles; certification is a plus
• Experience designing/administrating Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, or Oracle virtualized environments is a plus
• Solid understanding and experience with cybersecurity, RMM, backup, and disaster recovery
• Experience with Acronis Cyber Protect is a major differential
• Excellent relationship, communication, interpersonal, and presentation skills
• Availability to travel up to 30% of the time, including internationally
• Resume and application must be submitted in English

• Participation in webinars, external events, and industry conferences
• International travel opportunities (up to 30% of the time)
• Equal opportunity employment
• Background-check process for employment offers