Cyber Expert Support Engineer - LATAM

WHAT YOU'LL DO

• Troubleshoot and resolve various technical incidents for Acronis' corporate customers and partners across various software, networking, and hardware environments.
• 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.
• Play your part in 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.
• Maintain deep knowledge of Acronis' operations and products to support customer requests in the best possible way.
• Stay up to date on the latest changes, trends, and technological advancements in the industry (Cloud, Storage, Virtualization, Business Applications, etc.).

WHO WE'RE LOOKING FOR

• 2+ years of experience in an advanced technical support role
• Fluent English (both written and verbal).· Additional languages known are a plus (Spanish, French, Portuguese, German).
• Experience and skills must include:
  • Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Procmon and Process Explorer
  • Linux/UNIX - application and configuration management, CLI power user. RedHat/Linux Foundation certifications are a plus.
  • Security – analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/XDR incidents, data leaks. Cyber security certifications (e.g. CompTIA Security+) are a plus
  • Networking - analyzing the traffic with Wireshark, tcpdump, iperf. Troubleshooting network services like DHCP, DNS, VPN, L2TP/IPSEC/Open VPN, HTTP servers. Cisco/Juniper certifications are a plus.
  • Virtualization expertise - managing and troubleshooting various enterprise-grade hypervisors such as, VMware ESXi, Microsoft Hyper-V, KVM, and Virtuozzo.
  • Business applications - managing and troubleshooting various enterprise-grade hypervisors such as, MS Exchange, MS SQL, MySQL, Oracle DB, Citrix XenApp, and NTP servers
• Good communication skills and customer service focus.
• Passion for troubleshooting and ability to come up with efficient solutions for unordinary issues.
• Ability to prioritize and switch between a variety of time-sensitive issues.

*Please submit your resume and application in English

WHO YOU ARE

• Detail-oriented, organized, and motivated to learn.

• Hands-on, dependable, and results-driven, with a strong sense of ownership.

• Collaborative and team-focused, committed to supporting colleagues and building positive working relationships.

• Adaptable and resilient, able to handle shifting priorities with urgency and focus.
  

WHO WE ARE

Acronis is a global cyber protection company that provides natively integrated cybersecurity, data protection, and endpoint management solutions designed specifically for managed service providers (MSPs), small and medium businesses (SMBs), and enterprise IT departments. Our solutions simplify cybersecurity, removing complexity so organizations can focus on their core business.

A Swiss company founded in Singapore in 2003, Acronis offers over twenty years of innovation with 15 offices worldwide and more than 1800 employees in 50+ countries. Acronis Cyber Protect is available in 26 languages in 150 countries and is used by over 20,000 service providers to protect over 750,000 businesses.

Our corporate culture is focused on making a positive impact on the lives of each employee and the communities we serve. Mutual trust, respect and belief that we can contribute to the world everyday are the cornerstones of our team. Each member of our “A-Team” plays an instrumental role in driving the success of our innovative and expanding business. We seek individuals who excel in dynamic, global environments and have a never give up attitude, contributing to our collective growth and impact.

OUR INTERVIEW PRACTICE

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.

Use of AI-generated responses or third-party support during live interviews may be grounds for disqualification from the recruitment process and a full criminal, education and identification background check is required for all new hires.

Acronis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances

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