Engineer, Technical Support

Описание вакансии

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

A Technical Support Engineer provides expert technical support to customers using Veeam’s data protection and backup solutions. The role involves troubleshooting complex issues, analyzing system logs, and supporting environments such as virtualization platforms and cloud services.

What You’ll Do

• Providing technical support and in-depth troubleshooting for Veeam Software’s clients (B2B) via telephone, email, and web conferencing;
• Acting as a technical focal point in relationships with fellow IT Professionals;
• Researching and troubleshooting customer problems and inquiries;
• Updating and working on assigned cases in a timely manner;
• Contributing to documentation to build Veeam’s knowledge base;
• Documentation of all customer interactions accurately and within SLA in our CRM tool;
• Contributing to documentation to build Veeam’s knowledge base;
• Proactively staying up to date with all the latest technologies concerning Veeam’s products and the underlying technologies.

What You’ll Bring

• Fluent in Japanese (reading/writing/speaking)
• Previous troubleshooting/administration experience is required;
• Familiarity with REST API concepts;
• Ability to quickly learn, understand, and explain technical information;
• Ability and desire to take ownership of client issues through resolution;
• Excellent time management skills;
• Ability to work in a fast-paced environment.

Bonus Skills

• Familiarity with at least some of the following areas: Microsoft Office 365, Azure, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, Practical understanding of TCP/IP (OS, firewalls configuration);

What You’ll Get

• 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
• WFH flexibility
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.  

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. 

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.