Technical Support Engineer provides inbound technical support for Veeam’s products via the telephone, email, and remote sessions, which may require careful examination of many infrastructure and other environmental variables, as well as a detailed analysis of log files.
This highly technical support role requires deep analytical troubleshooting of complex technical problems. This position is not a traditional call center based customer service role.
Provide technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing.
Proactively stay up to date with all the latest technologies concerning Veeam’s products and the underlying technologies.
Research and troubleshoot customer problems and inquiries.
Update and work assigned cases in a timely manner.
Maintain strong customer rapport and excellent, timely communication.
Contribute to documentation to build Veeam’s knowledge base.
Advanced use of administrator level tasks with the following; Windows OS 2008(r2) / 2012(r2) / 2016.
Practical knowledge of TCP / IP (OS, firewalls configuration) and networking configuration / troubleshooting (NAT, ports, DHCP, DNS);
Previous experience or good understanding of virtualization technologies : VMware ESX(i), Microsoft Hyper-V, Nutanix AHV;
Following experience would be considered as a plus : Microsoft Exchange server administration SAN administrationDatabase engines (SQL / Oracle)Deep log analysisWireshark (tcpdump)
1-3 years of technical troubleshooting experience in a role where problem resolution skills were required
Certifications in server and networking highly desired
Modern, energetic, global working environment
Opportunities for professional growth and promotion
Work in a stable, dynamic company
Competitive salary, depending on skills and experience
Veeam Software is an equal opportunity employer and does not discriminate or allow discrimination 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.
Veeam promotes affirmative action for minorities, women, disabled persons and veterans. Veeam also maintains a drug-free workplace.