Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it.
Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running.Technical Customer Support is our customers’ “hotline.” This is a department that has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.
Although we may not have an open role at this time, we are always looking for exceptional technical talent to join our team in the future. If you are interested in Veeam, passionate about technology, and thrive in dynamic environments, we encourage you to join our talent pool for future opportunities in our Technical Support Engineering team.
The Veeam Backup and Replication (VBR) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production. The VBR technical support engineer is a trusted role providing technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.
Your tasks will include:
- Performing troubleshooting and analysis, including log file investigation
- Acting as a technical focal point in relationships to fellow IT Professionals
- Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works
- Document all customer interactions accurately and within SLA in our CRM tool
What we expect from you:
- Fluent in English (reading/writing/speaking)
- Advanced user or administrative level with the following areas: Windows OS, enterprise Linux OS administration, and general file and resource management administration
- Practical knowledge of TCP/IP (OS, firewalls configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS)
- As a plus, UNIX and/or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DataBase engines (SQL/Oracle)
- 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
What we offer:
- Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam
- Life insurance and disability coverage
- Two weeks paid time off along with company paid holidays
- Veeam Care Days – additional 24 hours for your volunteering activities
- Cafeteria subsidy
- Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program
Please note: This is an on-site role, (4 days a week in the office), located in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica Veeam reserves the right to decline the application for the position. Applications must be in English. By submitting your application to this talent pool, you express interest in future Technical Support Engineering opportunities with Veeam. While we may not have an open position right now, joining our community ensures you’ll be considered as a priority once suitable opportunities arise. Our recruiting team will contact you directly if your profile aligns with an upcoming vacancy.
#LI-FT1#LI-ONSITEVeeam 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.
