Troubleshoot and resolve various technical incidents for Acronis customers and partners
Build and maintain strong relationships with customers and partners
Interact with the Engineering (Development, QA, Data Center Operations, etc.) and Business (Professional Services, Product Management, etc.) departments to efficiently resolve complex technical customer issues
Training and mentoring junior team members by sharing technical expertise and best communication practices
Participate in developing documentation, knowledge base, and technical articles on Acronis‘ products
Be a technical expert in cloud and hybrid datacenter solutions created by Acronis, including software defined high performance storage and compute clusters, disaster recovery infrastructure, and managing complex environments during failover and failback operations

3+ years experience on infrastructure support engineer role
Additional languages are an advantage (Spanish, French, Portuguese, German)
Strong hands-on experience with administration and troubleshooting across multiple Linux distributions
Red Hat Certified System Administrator (RHCSA) or equivalent is considered a baseline
Experience with traffic inspection, routing, and bandwidth analysis
Ability to set up and manage: DHCP DNS L2TP/IPSec OpenVPN
Experience working with enterprise-level virtualization or container solutions such as: VMware ESXi Microsoft Hyper-V KVM Virtuozzo
Fluent English (written and verbal)

Cyber Infrastructure Expert Support Engineer

Key skills