Senior Professional Services Specialist

About the role

Acronis, a Swiss company founded in Singapore in 2003 and a global leader in cyber protection, offers professional services to its service providers and corporate users to help them design, integrate, implement and run cybersecurity, RMM, backup, disaster recovery, storage and monitoring solutions. The Senior Professional Services Specialist is the primary technical contact for customers and partners, improving solution stability, customer satisfaction and long-term business success. The role suits someone with strong infrastructure experience who enjoys working directly with customers in a fast-paced technical environment.

Key responsibilities

• Serve as the main technical contact, guiding customers, monitoring solution health and resolving issues with internal teams.
• Provide technical account management and project delivery, and take part in the pre-sales process.
• Build knowledge bases and keep hands-on experience with Acronis products.
• Develop trusted relationships with customers' IT, operations and support teams, and design backup and business continuity strategies.
• Escalate and manage technical issues with support, R&D and data centre teams, and write executive summaries and root cause analysis reports.
• Assess solutions, size infrastructure, and lead or assist in deploying and configuring Acronis products for MSP and enterprise environments.
• Deliver technical training, write documentation and user guides, and conduct technical audits of deployed solutions.
• Maintain records of deployments and interactions, and share ticket and incident progress with customers.
• Take part in webinars, events and conferences, and help manage internal projects for the Professional Services organization.

Required profile

• 5+ years of hands-on experience configuring and operating complex corporate systems (virtualized infrastructure, ERP, inventories, BSS/OSS).
• English and Spanish, verbal and written, at least upper-intermediate level.
• Experience administering on-premise virtualized environments (VMware ESX, Microsoft Hyper-V), Windows Server, networks and Linux, including bash scripting, firewalls and log analysis.
• Basic endpoint management and security (EDR) experience.
• Availability to travel up to 30%, including internationally.
• Excellent communication, relationship-building and presentation skills to large audiences.

Required skills

• ITIL Foundation principles (certification a plus).
• Microsoft Hosted Exchange, SQL, Oracle, and virtualized environments such as Virtuozzo/Citrix (a plus).
• Cybersecurity, RMM, backup and disaster recovery; experience with Acronis Cyber Protect is a major advantage.
• AI productivity tools such as Copilot and Windsurf.