About the job
Veeam is recognized as the Data and AI Trust Company, committed to empowering organizations to fully understand, secure, and enhance the resilience of their data and AI systems. As a leader in data resilience and data security posture management, Veeam stands at the forefront of the convergence between identity, data, security, and AI risk. With headquarters in Seattle and operations in over 30 countries, Veeam protects more than 550,000 customers globally, who rely on Veeam to keep their businesses thriving. Join us in our mission to advance fearlessly, grow, learn, and make a significant impact for some of the world’s largest brands.
About the Role
The Technical Support Engineer plays a critical role in providing expert technical assistance to customers utilizing Veeam’s data protection and backup solutions. This position encompasses diagnosing complex issues, analyzing system logs, and offering support for environments such as virtualization platforms and cloud services.
What You’ll Do
- Deliver technical support and thorough troubleshooting for Veeam Software’s B2B clients through telephone, email, and web conferencing.
- Serve as a technical liaison in engagements with fellow IT professionals.
- Investigate and resolve customer issues and inquiries effectively.
- Manage and update assigned cases promptly.
- Contribute to the documentation aimed at enhancing Veeam’s knowledge base.
- Accurately document all customer interactions within our CRM tool, adhering to SLA standards.
- Stay proactively informed about the latest technologies related to Veeam’s products and the foundational technologies.
What You’ll Bring
- Fluent in Japanese (reading, writing, speaking).
- Proven troubleshooting and administration experience is required.
- Familiarity with REST API concepts.
- Strong ability to quickly learn, comprehend, and articulate technical information.
- A proactive approach and the desire to take ownership of client issues until resolution.
- Excellent time management skills.
- Adeptness in fast-paced environments.
