Cyber Infrastructure Expert Support Engineer - AMER

Acronis is a world leader in cyber protection, delivering natively integrated solutions that monitor, control, and protect the data that businesses and lives depend on. Driven by our passion to protect every workload, we’ve built the industry’s only all-in-one cyber protection platform. We are looking for a Infrastructure Expert Support Engineer to join our mission of protecting the digital world. The Infrastructure support engineer is a part of a dedicated team of experts responsible for advanced troubleshooting of hyper convergent storage and computer clusters. The Infrastructure support expert role provides an opportunity to practice technical skills with Linux, network, storage, cloud, virtualization and container technologies. Become a valuable member of the software vendor company with opportunities to directly influence the evolution of the products by closely working together with different departments like Software Engineering, Product Management, Data Center Operations, Professional Services and so on. Job Description WHAT YOU'LL DO Troubleshoot and resolve various technical incidents for Acronis customers and partners 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 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 Be a technical expert in cloud and hybrid datacenter solutions created by Acronis, including software defined high performance storage and compute clusters, disaster recovery infrastructure, and managing complex environments during failover and failback operations WHO WE'RE LOOKING FOR 3+ years experience on infrastructure support engineer role Additional languages are an advantage (Spanish, French, Portuguese, German) Technical Expertise Linux OS (Advanced): Strong hands-on experience with administration and troubleshooting across multiple Linux distributions Red Hat Certified System Administrator (RHCSA) or equivalent is considered a baseline Networking: Experience with traffic inspection, routing, and bandwidth analysis Ability to set up and manage: DHCP DNS L2TP/IPSec OpenVPN Experience with high-availability configurations Private Cloud / Virtualization: Experience working with enterprise-level virtualization or container solutions such as: VMware ESXi Microsoft Hyper-V KVM Virtuozzo ​Fluent English (written and verbal) Soft Skills and Work Approach Strong communication skills and a customer-focused mindset Proven ability to troubleshoot and resolve non-standard, complex technical issues efficiently *Please submit your resume and application in English WHO YOU ARE Reliable, proactive, and always anticipating the next step to keep operations running smoothly Analytical and detail-oriented, yet able to see the broader picture and understand technical impacts Clear communicator with a professional, collaborative approach and a strong customer-first mindset Steady under pressure, able to prioritize effectively, troubleshoot complex issues, and adapt to changing demands WHO WE ARE 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 individual skills, experience, and communication style and we value authentic, real-time interaction. Use of AI or external assistance during live interviews may result in disqualification. For roles where AI skills are being evaluated, permitted use of AI tools will be clearly communicated in advance. Candidates may be asked to disable virtual backgrounds or participate in in-person interviews. All employment offers are contingent upon successful completion of applicable criminal, education and identity background checks. 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. #LI-LD1