Specialist Engineer, Advanced Technical Support, Public Cloud
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
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