Senior Professional Services Specialist

Acronis

About The Position

Acronis offers Professional Services to our Service Providers and corporate users to assist in the design, integration, implementation, and ongoing operation of Acronis’ cybersecurity, RMM, backup, disaster recovery, storage, monitoring, and other data protection solutions. We take pride in delivering high-quality services and deliverables, and we believe that our partners success invariably depends on our ability to provide reliable and complete cyber protection and fast recovery services for virtual, physical, mobile and cloud environments. The Senior Professional Services Specialists acts as the primary technical contact for customers and partners, leading initiatives that improve solution stability, customer satisfaction, and long-term business success. The ideal candidate has strong infrastructure experience, enjoys working directly with customers, and thrives in a fast-paced technical environment.

Requirements

5+ years of hands-on experience supporting, administering, or configuring complex enterprise systems such as virtualized infrastructure, ERP platforms, inventory systems, BSS/OSS, or similar environments.
Strong written and verbal English communication skills (upper-intermediate level or higher).
Experience using AI productivity tools such as Copilot, Windsurf, or similar solutions.
Hands-on experience administering and troubleshooting: VMware ESX or Microsoft Hyper-V Windows Server environments Linux systems Networking, firewalls, log analysis, and Bash scripting
Basic experience with endpoint security and EDR solutions, including monitoring, investigation, and response to security events.
Basic knowledge of: PostgreSQL Oracle SQL Microsoft SQL Server Active Directory Exchange Microsoft 365 / Office 365
Solid understanding of ITIL principles; ITIL certification is an advantage.
Strong customer-facing communication, presentation, and relationship-building skills.
Availability for up to 30% international travel.

Nice To Haves

Fluency in French, Spanish or Portuguese.
Experience designing or administering: Microsoft Hosted Exchange Microsoft SQL Virtuozzo Citrix Oracle virtualized environments
Experience with cybersecurity, RMM, backup, disaster recovery, and business continuity solutions.
Hands-on experience with Acronis Cyber Protect is a strong advantage.

Responsibilities

Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and coordinating issue resolution with internal teams.
Deliver Technical Account Management and Professional Services engagements, including support for pre-sales activities.
Build and maintain strong relationships with customer IT, Operations, and Support teams across all levels.
Analyze customer environments and recommend backup, disaster recovery, and business continuity strategies using Acronis solutions.
Advise customers on product capabilities, roadmap updates, planned maintenance activities, and new product releases.
Coordinate and drive resolution of complex technical issues with Support, R&D, and Data Center Operations teams.
Produce executive summaries, customer reports, and Root Cause Analysis (RCA) documentation.
Gather customer requirements and recommend solutions, product enhancements, configurations, and process improvements.
Provide regular updates on support tickets, incidents, escalations, and feature requests.
Participate in webinars, customer events, industry conferences, and internal Professional Services initiatives.
Assess customer environments and size infrastructure requirements appropriately.
Create detailed implementation and deployment plans.
Lead or support the deployment, configuration, and optimization of Acronis solutions in MSP and enterprise environments.
Deliver technical training sessions and provide tailored technical documentation and user guides.
Conduct technical audits to ensure solution performance, security, and operational effectiveness.
Identify optimization opportunities to maximize customer value and ROI.
Maintain accurate deployment documentation and records of customer interactions.
Collect post-deployment feedback and contribute to continuous product and service improvements.