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.
WHAT YOU'LL DO- 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.
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WHAT YOU BRING- 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 Have- 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.
*Please submit your resume and application in English
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