Cyber Protect Expert Support Team Lead

Acronis is dedicated not just to cyber protection but to the general protection of its potential and current employees, interviews are being held virtually during the current global COVID-19 situation.

Acronis is a world leader in cyber protection—empowering people by providing them with cutting-edge technology that enables them to monitor, control, and protect the data that their businesses and lives depend on. We are in an exciting phase of rapid-growth and expansion and looking for a Cyber Protect Expert Support Team Lead who is ready to join us in creating a #CyberFit future and protecting the digital world!

We are looking for a Cyber Protection Team Lead to join our Expert Support Engineers team and become a top performing support professional who is recognized for own leadership, technical expertise, problem solving and consistent excellence with a particular focus on cybersecurity support delivery and supervisory.

We expect our Cyber Protection Team Lead to possess profound experience in both technical expertise and customer service delivery team-wide. While showing own dedication to resolving escalations and most difficult incidents, Cyber Protection Team Lead must ensure direct reports meet the standards of excellent support services and uphold company values.
The person will report to Unit Manager and also work closely with other internal teams to ensure the Team delivers the best support services possible.
Our Expert Support Engineers are responsible for software troubleshooting as well as cybersecurity expertise, providing services related to data protection, threat prevention and forensics.

WHAT YOU'LL DO

• Supervise the team performance, assist the team with meeting KPIs.
• Tasks assignment and management in the team.
• Escalation ownership and management.
• Coaching and mentoring direct reports, performing regular quality checks.
• Driving regular team sync meetings and individual sessions, arranging knowledge sharing process.
• Maintaining friendly and productive working environment for the team.
• “Lead by example” personal troubleshooting of the technical incidents, delivering the exemplary level of service.

WHAT YOU BRING (EXPERIENCE & QUALIFICATIONS)

Mandatory:

• 2 years of experience in an L2-L3 software troubleshooting role.
• Supervisory/Team Lead experience in service delivery teams.
• Good communication skills and customer service focus. Fluent English (both written and verbal) is mandatory. Additional languages is a plus.
• Passion for troubleshooting and ability to come up with efficient solutions for the complex issues.

Technical skills:

• Windows Server - gather and analyze various Windows logs and dumps, application level troubleshooting with Process Monitor and Process Explorer
• Linux/UNIX – basic Linux knowledge and ability to use shell commands
• Networking – Packet, performance, routing, connectivity analysis and troubleshooting skills.
• Security expertise - Knowledge of cybersecurity threats assessment and mitigation (black-box/grey-box/white-box testing, patch management, malware detection).

Extra:

• 1 years of experience working at a cybersecurity software vendor or Managed Security Service Provider in a relevant role.
• Certified in one or more of the following areas:
  - CompTIA Security
  - Certified Ethical Hacker
  - Any of Global Information Assurance Certification (GIAC) certifications
  - CompTIA Server
  - CompTIA Network
  - Information Technology Infrastructure Library (ITIL) Foundation

WHO WE ARE

Acronis is revolutionizing cyber protection by integrating backup, disaster recovery, storage, next-generation anti-malware, and protection management into one solution.  This all-in-one integration removes the complexity and risks associated with non-integrated solutions and offers easy, complete and reliable data protection for all workloads, applications, and systems across any environment—physical, virtual, cloud, and mobile—all at a low cost.

Founded in Singapore in 2003 and incorporated in Switzerland in 2008, Acronis is truly a global organization with more than 1,900 employees in 33 locations in 18 countries. Its solutions are trusted by more than 5.5 million consumers and 500,000 businesses, including 100% of the Fortune 1000 companies. Acronis products are available through 50,000 partners and service providers in over 150 countries in more than 30 languages. Acronis is in an exciting phase of growth and expansion, recently receiving a $250 million investment from CVC Capital Partners, bringing the total valuation to more than $2.5 billion.

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-KP1