Engineer, Technical Support, VB365

Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. 

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps 
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

Tier 1 Support Engineer is expected to bring a high level of technical knowledge of Veeam products, communicate effectively, and maintain a high level of customer satisfaction, as well as provide client support for Veeam’s products via telephone and email. Specifically, this role will be supporting Veeam Backup for Microsoft 365.

Your Tasks Will Include:

• Provide in-depth/expert technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing
• Analyze, diagnose, and provide solutions and/or workarounds to Microsoft 365 environments, operating systems, networks, and applications in relation to Veeam software product problems/questions
• Maintain strong customer rapport and excellent, timely communication
• Operate in an environment with frequent changes, as well as stressful situations
• Performs other duties as assigned

What We Expect From You:

• Fluent English (reading/writing/speaking)
• Previous troubleshooting/administration experience is required 
• Familiarity with at least some of the following areas: Microsoft 365, Azure, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, Practical understanding of TCP/IP (OS, firewalls configuration)
• Familiarity with REST API concepts
• 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 (Percipio, Athena, O’Reilly) and mentoring through our MentorLab program.

Please note: This is an on-site role, (4 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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