Cyber Expert Support Engineer - EMEA

External

Acronis · Bulgaria

Full-timeOn-siteToday

DNSDocumentationIncident ResponseLinuxMentoringMySQL

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About the role

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 centers on innovation, accountability, and impact. We encourage our people to think boldly, challenge conventional approaches, and take ownership of outcomes. As a member of our global "A-Team," you'll operate in a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success. OUR INTERVIEW PRACTICES To ensure a fair and genuine hiring process, candidates are expected to participate in interviews without the use of AI tools, automated prompts, or third-party assistance . Interviews are designed to assess in

Responsibilities

Investigate, troubleshoot, and remediate technical incidents for corporate customers and partners across software, networking, and hardware environments, ensuring robust cybersecurity practices, threat detection, and risk mitigation.

Perform initial triage and validation of MDR incidents to determine severity and impact, ensuring timely escalation and coordination with security analysts for appropriate response actions.

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 (Cybersecurity, Cloud, Storage, Virtualization, Business Applications, etc.).

WHAT YOU BRING

2+ years of experience in an advanced technical support role, with hands-on experience in cybersecurity practices and incident response.

Fluent English (both written and verbal). Additional languages known are a plus (Spanish, French, Portuguese, German, Malay, Chinese).

Experience and skills must include:

Security - analyzing and mitigating various security threats, like ransomware and malware attacks, EDR/MDR/XDR incidents, data leaks. Cybersecurity certifications (e.g. CompTIA Security+, CySA+) are a plus

Windows Server - gather and analyse 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.

Networking - analysing 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.

Cyber Expert Support Engineer - EMEA

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