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-sale process
• Maintain product and service knowledge and update knowledge bases
• Build relationships with customers’ IT, Operations, and Support teams
• Design backup and business continuity strategies using Acronis solutions
• Advise customers on product features, roadmap visibility, and planned maintenance
• Manage technical issue resolution 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
• Size infrastructure and develop detailed implementation plans
• Lead or assist in deploying and configuring Acronis products for MSP and enterprise environments
• 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 configuring and/or operating complex corporate systems
• Ability to communicate in English and Spanish verbally and in writing, at least upper intermediate level
• Experience using AI for productivity, Copilot, Windsurf, and other solutions
• Experience administering and troubleshooting on-premise virtualized environments, VMware ESX, Microsoft Hyper-V, Windows Server, networks, Linux platforms, bash scripting, firewalls, and log analysis
• Basic experience in 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
• Excellent relationship, communication, interpersonal, and presentation skills
• Availability to travel up to 30% of the time, including internationally
• Experience with 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
• Resume and application must be submitted in English

• Equal opportunity employer
• Employment offers contingent upon successful completion of applicable criminal, education and identity background checks