Specialist Engineer, Technical Support, VBR, Object Storage

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. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.

The Specialist Engineer, Technical Support, VBR, Object Storage is responsible for providing customer support and troubleshooting across a range of supported products via telephone, email, and web conferencing. This role serves as a representative of the company, engaging with customers, partners, and organizations both domestically and internationally to ensure effective business communication and support.

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 (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: This is an on-site role, (3 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.

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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.

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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.