Senior Professional Services Specialist

Location: Colombia - Remote

Time Type: Full time

Job Description

Acronis is a global leader in cyber protection, delivering AI-powered protection for productive MSPs in a single, natively integrated platform that unifies operations management, cybersecurity, and data protection. Driven by our mission to protect, manage and automate every workload that businesses and lives depend on, we’ve built the industry’s only all-in-one solution. We are looking for a Senior Professional Services Specialist to join our mission of protecting the digital world.
Acronis offers Professional Services to our Service Providers and corporate users to assist in the design, integration, implementation, and ongoing operation of Acronis’ cybersecurity, RMM, backup, disaster recovery, storage, monitoring, and other data protection solutions. We take pride in delivering high-quality services and deliverables, and we believe that our partners success invariably depends on our ability to provide reliable and complete cyber protection and fast recovery services for virtual, physical, mobile and cloud environments.
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 YOULL DO

• Provide Technical Account Management and project delivery services. As well as participate in services pre-sale process.

• Develop and keep updated knowledge bases and hands-on experience with Acronis products and services.

• Develop trusting relationships with customers’ IT / Operations / Support teams at all levels.

• Understand our customers’ environments to help develop efficient backup and business continuity policies using Acronis software.

• Advise customers about product features, provide and give visibility to the roadmap, as well as notify them about scheduled maintenance that may be planned at Acronis Data Centers or any scheduled events. Engage customers in evaluating new product versions.

• Escalate and manage the resolution of technical issues that the customer may experience with Acronis support teams, R&D, and data center operations teams.

• Develop internal and customer-facing executive summaries for Acronis, write root cause analysis reports.

• Gather customer requirements, recommend additional features, configurations, and process changes to meet their needs.

• Develop proposals for additional services the customer may need, draft contracts in collaboration with the legal team.

• Keep the customer regularly informed about the progress of their support tickets, incidents, and new feature requests.

• Participate in webinars, external events, and industry conferences, collaborating in the development of the Professional Services organization through the management of internal projects.

• Gather and analyze customer requirements, design tailored Acronis solutions, and deliver technical proposals to stakeholders.

• Assess the designed solution to size infrastructure appropriately and develop detailed implementation plan.

• Lead or assist in the deployment and configuration of Acronis products for MSP and enterprise environments, according to specific customer requirements.

• Deliver technical training sessions and provide tailored documentation and user guides to customer IT teams and end users.

• Conduct technical audits of deployed solutions, ensuring performance, and security, and recommend optimizations to maximize effectiveness and ROI.

• Serve as the primary technical point of contact for customers, providing ongoing guidance, monitoring solution health, and proactively resolving issues in collaboration with internal teams.

• Maintain comprehensive records of deployments and customer interactions, and gather post-deployment feedback to inform product and service improvements.

WHAT YOU BRING

• 5+ years of hands-on experience in the configuration and/or operation of complex corporate systems (virtualized infrastructure, ERP, inventories, BSS/OSS, etc.).

• Experience with the use of AI for productivity, Copilot, Windsurf and other solutions.

• Experience in administration / troubleshooting in on-premise virtualized environments (VMware ESX, Microsoft Hyper-V), Windows Server, and networks.

• Basic experience in administration / troubleshooting in Linux platforms: bash scripting, networks, firewall, and log analysis.

• Basic experience in endpoint management and security (EDR) for proactive and reactive protection of end devices (desktops, laptops, servers), using real-time monitoring tools to detect, investigate, and respond to suspicious activities.

• Basic knowledge / experience with PgSQL, Microsoft enterprise applications/services (SQL / Hosted Exchange/AD/Office 365), Oracle SQL.

• Solid understanding of ITIL Foundation principles; certification is a plus.

• Excellent relationship and communication skills, interpersonal relationship building, and presentation to large audiences.

• Availability to travel up to 30% of the time, including international travel.

• Experience in designing/administrating Microsoft Hosted Exchange, Microsoft SQL, Virtuozzo/Citrix/Oracle virtualized environments is a plus.

• Solid understanding and experience with cybersecurity, RMM, backup, disaster recovery. Experience with Acronis Cyber Protect is a major differential.

• Ability to communicate in English and Spanish both verbally and in writing, with at least upper intermediate level.

• Proven experience in a cyber security company demonstrating a strong understanding of industry practices and protocols is required

• Strong internal customer focus with desire to learn all aspects of the business

• High level of discipline, attention to detail, and ability to meet deadlines in a fast-paced environment while still maintaining a high-level of accuracy

• Strong written and verbal communication and interpersonal skills

• Outstanding organizational, problem solving, and multi-tasking skills

• Collaborative, team-player with a commitment to succeed and never give up attitude

• Self-motivated, proactive, and able to work with minimal supervision

*Please submit your resume and application in English