Senior Professional Services Specialist

Role overview Serve as the senior technical contact for customers and partners adopting infrastructure, cybersecurity, backup, and recovery solutions. The work spans customer guidance, solution design, implementation, operational reviews, and coordination of complex issues across technical teams. It combines hands-on systems expertise with account-level communication and service improvement.

Responsibilities - Manage technical account and professional services engagements, including pre-sales support, customer relationship building, and ongoing guidance on solution health. - Assess customer environments, recommend backup, disaster recovery, and business continuity approaches, and size infrastructure needs. - Create deployment plans; lead or support installation, configuration, optimization, technical audits, and user training. - Coordinate complex incidents and escalations with support, engineering, and data center teams, keeping customers informed about tickets and planned changes. - Produce executive updates, customer reports, root cause analyses, implementation records, and tailored technical documentation. - Gather requirements and feedback, identify configuration or process improvements, and contribute to product and service improvements through customer events and internal initiatives.

Requirements - At least five years supporting, administering, or configuring complex enterprise systems. - Hands-on administration and troubleshooting experience with VMware ESX or Hyper-V, Windows Server, Linux, networking, firewalls, log analysis, and Bash scripting. - Basic familiarity with endpoint security and EDR monitoring, investigation, and response. - Working knowledge of databases such as PostgreSQL, Oracle SQL, or Microsoft SQL Server, and services including Active Directory, Exchange, and Microsoft 365. - Strong customer communication, presentation, documentation, and relationship-building skills; upper-intermediate English or higher. - Familiarity with ITIL principles and willingness to travel internationally up to 30%.

Nice to have - ITIL certification and fluency in French, Spanish, or Portuguese. - Experience with hosted Exchange, SQL, Virtuozzo, Citrix, Oracle virtualization, or cybersecurity, remote monitoring, backup, and recovery solutions. - Hands-on experience with integrated cyber protection products; experience using AI productivity tools is also sought.

Benefits and work setup - The role includes customer-facing work and international travel of up to 30%. Applications and resumes should be submitted in English.