About the job
At Veeam, we are the Data and AI Trust Company, dedicated to empowering organizations to fully comprehend, secure, and fortify their data and AI. As the leading provider in data resilience and security posture management, Veeam is engineered for the seamless integration of identity, data, security, and AI risk management. With our headquarters in Seattle and a presence in over 30 countries, we protect more than 550,000 customers globally, who rely on our solutions to keep their operations running smoothly. Join us in our fearless journey of growth, learning, and making a substantial impact for some of the world’s most prominent brands.
About the Role
The Specialist Engineer for Advanced Technical Support, focusing on Public Cloud, will leverage extensive technical expertise in Veeam products, particularly Veeam Backup for AWS, Veeam Backup for Microsoft Azure, and Veeam Backup for Google Cloud. This role involves effective communication and collaboration with team members to enhance collective knowledge and ensure exceptional customer satisfaction. You will provide complex technical support for Veeam products via telephone and email.
Responsibilities
- Deliver expert technical support and troubleshooting for Veeam Software clients through telephone, email, and web conferencing.
- Manage escalated support cases from Technical Support and less experienced ATS tier colleagues, requiring specialized expertise.
- Analyze, diagnose, and offer solutions or workarounds for third-party software, operating systems, networks, and applications related to Veeam product issues.
- Monitor cases for SLA and OLA compliance.
- Timely update and manage assigned cases.
- Document all customer interactions accurately within the CRM tool while adhering to SLAs.
- Be available for call transfers for existing and new cases.
- Maintain strong customer relationships through excellent and timely communication.
- Collaborate effectively with QA, R&D, PM, and other departments on cross-functional tasks and projects.
- Contribute to the Knowledge Base within the relevant technical segment.
- Provide training and mentorship to junior engineers.
- Participate in various department-wide pilot projects and knowledge-sharing activities.

