Team Lead, Technical Support, Windows Agents
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 Team Leader is expected to bring a high level of technical knowledge of both third-party and Veeam products, communicate effectively, collaborate efficiently with other team members to improve team knowledge, and maintain a high level of customer satisfaction while maintaining morale and other major components of the workforce. A Team Leader is expected to perform periodic quality assurance checks of team workflow, provide necessary coaching to correct deficiencies, help address customer concerns directly, and arbitrate between technical levels and Product teams to ensure customers are receiving the best assistance available.
What You’ll Do
- Manage and direct a group of Technical Support Engineers to ensure successful customer experiences with issues or errors regarding product implementation, usage, and application or customer infrastructure, as outlined in the Veeam Support Policy.
- Provide in-depth, expert technical support and troubleshooting for Veeam Software clients via telephone, email, and web conferencing.
- Assist in escalation cases via internal and external distribution lists.
- Analyze, diagnose, and provide solutions and or workarounds for virtualization software, operating systems, networks, and applications in relation to Veeam software product problems or questions.
- Monitor ticket queues for SLA compliance, including updates to and work on assigned cases in a timely manner.
- Maintain strong customer rapport and excellent, timely communication.
- Communicate effectively with Sales Representatives and other internal teams.
- Be a point of contact with on-call responsibilities for high-priority, highly complex issues.
- Manage and reduce ambiguity.
- Operate in an environment with frequent changes, including stressful situations.
- Routinely train and mentor less experienced engineers.
- Perform other duties as assigned.
What You’ll Bring
- Demonstrable strong technical knowledge and systematic problem-solving skills, sharing insights to elevate team and customer outcomes.
- Ability to engage empathetically and communicate clearly with customers and colleagues, ensuring all interactions and documentation are professional, concise, customer-centric, and actionable.
- Previous business-to-business (B2B) technical support experience with high-tech products or services is required, including virtualization, Windows infrastructure, and cloud-based storage or deployments.
- Strong networking background required.
- Three to five years of server administration and troubleshooting experience.
- Five years of client or customer support experience at Level II or Level III with demonstrated problem resolution skills.
- Exceptional communication skills, both verbal and written.
Bonus Skills
- Project management certifications or experience with productivity tools used at Veeam, such as Jira and Confluence.
- Administration certifications for Amazon Web Services, Azure, or other similar cloud offerings.
- Security certifications or equivalent work history involving management of certificate stores and cloud platform credential management.
What You’ll Get
- Two weeks of paid vacation, 12 statutory holidays, plus four extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.
- Paid parental leave: eight days for fathers, 122 days for birthing parents, and 92 days for adoptive parents.
- Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents.
- Mental health support, therapy sessions, and virtual care through the Employee Assistance Program.
- Retirement and social security contributions through Costa Rica’s statutory programs.
- Life insurance equal to 24 times monthly salary, plus disability and funeral coverage.
- Daily cafeteria subsidy.
- Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares.
- Opportunities to learn and grow through on-demand libraries such as LinkedIn Learning and O’Reilly, mentoring, workshops, and learning events like the annual Global Day of Learning.
Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.
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