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

Specialist Engineer, Advanced Technical Support, Public Cloud is expected to bring a high level of technical knowledge of both 3rd party products and Veeam products with a focus in the Veeam Backup for AWS, Veeam Backup for Microsoft Azure, and Veeam Backup for Google Cloud, Veeam Data Cloud for Microsoft Azure offerings, communicate effectively, collaborate efficiently with other team members to improve team knowledge and maintain a high level of customer satisfaction, as well as provide technically complex client support for Veeam’s products via the telephone and email.

What You’ll Do

Provide in depth/expert technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing
Handle Support cases escalated from the Technical Support tier and from less experienced ATS tier colleagues, and requiring a deeper expertise level to address respective issues
Analyze, diagnose, and provide solutions and/or workarounds to the protected 3rd party software, operating systems, networks and applications in relation to Veeam software product problems/questions.
Monitor the cases for SLA/OLA compliance
Update and work assigned cases in a timely manner;
Document of all customer interactions accurately and within SLA in the CRM tool;
Be available for call transfers for existing and new cases that are generated.
Maintain strong customer rapport and excellent, timely communication.
Communicate effectively with QA, R&D, PM and other related departments in cross-tasks and projects.
Contribute to the internal Knowledge Base in respective technical segment
Routinely train and mentor less experienced engineers.
Perform other Knowledge Sharing activities (participate in various department-wide pilot projects, conduct trainings or study halls, or internal team workshops, etc.)
Operate in an environment with frequent changes, as well as stressful situations.
Proactively staying up to date with all the latest technologies concerning Veeam’s products and the underlying technologies.
Collaborate with other software vendors on cases from mutual customers (TSANet) whenever requested to
Perform other duties as assigned

What You’ll Bring

Certifications in Amazon Web Services, Microsoft Azure, Google Cloud are highly desired (ideally Architect level);
Strong understanding of Amazon Web Services, Microsoft Azure, Google Cloud and other Public Cloud solutions (Virtual Machines and Object Storage) and native backup tools;
Strong knowledge of TCP/IP (OS, firewalls configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS, Wireshark);
Basic knowledge of the Linux-based OS (administrator level);
Basic knowledge of Windows OS, PowerShell and CMD CLI;
Basic knowledge of virtualization technologies (VMware vSphere).
3-5 years of technical troubleshooting experience in a role where analytical troubleshooting and problem resolution skills were required
Proven track record of high customer satisfaction ratings in customer or technical service role
Creativity and perseverance for solving technical problems and the ability to perform deep log analysis of proprietary software logging and/or external application performance analysis

What You’ll Get

18 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Private medical coverage for you and up to four dependents
Life, accident, and disability insurance with enhanced coverage
Annual flexible wellbeing allowance for physical and mental wellness
Free confidential counselling and coaching via Employee Assistance Program (EAP), including legal and financial advice
Meal, fuel, and transportation benefits based on work arrangement
Daycare reimbursement and safe cab facility for eligible employees
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

#LI-SK1

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.

Specialist Engineer, Advanced Technical Support, Public Cloud

About the Role

What You’ll Do

What You’ll Bring

What You’ll Get

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