Senior Professional Services Specialist

Job Description:

• 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 relationships with customer IT, Operations, and Support teams
• 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 resolution of complex technical issues with Support, R&D, and Data Center Operations teams
• Produce executive summaries, customer reports, and Root Cause Analysis documentation
• Gather customer requirements and recommend solutions, product enhancements, configurations, and process improvements
• Provide 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
• Create detailed implementation and deployment plans
• Lead or support deployment, configuration, and optimization of Acronis solutions in MSP and enterprise environments
• Deliver technical training and provide tailored technical documentation and user guides
• Conduct technical audits for solution performance, security, and operational effectiveness
• Identify optimization opportunities to maximize customer value and ROI
• Maintain deployment documentation and records of customer interactions
• Collect post-deployment feedback and contribute to product and service improvements

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, and Microsoft 365 / Office 365
• Solid understanding of ITIL principles
• Strong customer-facing communication, presentation, and relationship-building skills
• Availability for up to 30% international travel
• Fluency in Spanish, Portuguese, or French (preferred qualification)
• Experience designing or administering Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo, Citrix, and Oracle virtualized environments (preferred qualification)
• Experience with cybersecurity, RMM, backup, disaster recovery, and business continuity solutions (preferred qualification)
• Hands-on experience with Acronis Cyber Protect is a strong advantage
• Resume and application must be submitted in English

Benefits:

• International travel opportunity of up to 30%
• ITIL certification is an advantage
• Participation in webinars, customer events, industry conferences, and internal Professional Services initiatives
• Equal opportunity employment
• Employment offers contingent upon successful completion of applicable criminal, education, and identity background checks