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, we’ve built the industry’s only all-in-one solution.We are seeking an experienced Corporate Cloud Expert Engineer to join our Global Customer Support team. In this role, you will act as a senior technical authority, resolving the most complex incidents related to Acronis products and services and serving as the final escalation point for customer issues.The position focuses on investigating cybersecurity incidents identified by Acronis solutions, as well as troubleshooting advanced technical challenges escalated by other support teams. It offers a unique opportunity to develop deep expertise in Acronis Cyber Protect, our industry-leading cyber protection platform.Success in this role requires a combination of exceptional technical skills and a strong customer-centric approach. You will also collaborate closely with Product Management, Engineering, and other internal stakeholders to help continuously improve our products, services, and overall customer experience.Job DescriptionWHAT YOU'LL DOInvestigate, 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 BRING2+ 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 plusWindows Server - gather and analyse various Windows logs and dumps, application level troubleshooting with Procmon and Process ExplorerLinux/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 serversGood 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.WHO WE AREA Swiss company foundedin Singapore in2003, 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’lloperatein a high-growth, fast-paced environment where resilience, adaptability, and a commitment to continuous improvement drive success.OUR INTERVIEW PRACTICESTo ensure a fair and genuine hiring process, candidates are expected toparticipatein interviews without the use of AI tools, automated prompts, or third-partyassistance. Interviews are designed to assess individual skills, experience, and communication style,and we value authentic, real-time interaction.Use of AI or externalassistanceduring live interviews may result in disqualification. For roles where AI skills are being evaluated,permitteduse of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds orparticipatein in-person interviews. All employment offers are contingent upon successful completion of applicable criminal,educationand identity background checksAcronis is an equalopportunityemployer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, protectedveteran status, race, religion, sex (including pregnancy), sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations and ordinances.#LI-MC1