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About the Role
As a Technical Support Engineer, you will be the first point of contact for customers using Veeam’s data protection and backup solutions. You will handle incoming support cases, perform initial troubleshooting, and resolve routine issues, escalating complex problems to senior engineers. This is a growth-focused role with structured onboarding and certification paths.
Responsibilities
- Serve as the first point of contact for Veeam Software’s clients via telephone, email, and web conferencing, delivering first-line technical support.
- Triage, categorize, and prioritize incoming cases, resolving routine issues using documented procedures and the Veeam knowledge base.
- Perform initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.
- Own assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
- Document all customer interactions accurately and within SLA in our CRM tool.
- Contribute to Veeam’s knowledge base by drafting and improving articles with guidance from senior engineers.
- Work closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.
Requirements
- Fluent in Japanese (reading/writing/speaking).
- More than 2 years of experience in IT support, service desk, or system administration.
- Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
- Ability to quickly learn, understand, and explain technical information.
- Strong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.
- Good time management and organizational skills, and comfort following documented processes and SLAs.
- Ability to work in a fast-paced environment.
Skills
- Microsoft Office 365
- Azure
- VMware ESX(i)
- Microsoft Hyper-V
- Microsoft Exchange server administration
- DB (SQL/Oracle)
- Windows Server administration
- Practical understanding of TCP/IP (OS, firewall configuration)
- REST API concepts
Location
- Seattle
- Offices in more than 30 countries
Work Type
- Hybrid
Experience Level
- More than 2 years of experience
Benefits
- Paid annual leave plus 4 extra global VeeaMe Days for self-care
- 24 paid volunteer hours annually through Veeam Cares
- Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
- 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
About the Company
- 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.
Equal Opportunity
- 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.
- Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities.
- By applying for this position, you consent to this processing.
- By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge.
- Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.