Engineer, Technical Support

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the Role

As a Technical Support Engineer, you will be the first point of contact for customers using Veeam’s data protection and backup solutions, including Veeam Data Platform (VDP) and Veeam Backup & Replication (VBR). You will handle incoming support cases, perform initial troubleshooting and log collection, resolve routine issues using documented procedures, and escalate more complex problems to senior engineers.

This is a growth-focused role where you will be supported by a structured onboarding and certification path, as well as experienced engineers, while building your expertise in backup and recovery, virtualization, cloud, and data protection technologies.

What You’ll Do

• Serving as the first point of contact for Veeam Software’s clients (B2B) via telephone, email, and web conferencing, delivering first-line technical support.
• Triaging, categorizing, and prioritizing incoming cases, and resolving routine issues using documented procedures and the Veeam knowledge base.
• Performing initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.
• Owning assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
• Documenting all customer interactions accurately and within SLA in our CRM tool.
• Contributing to Veeam’s knowledge base by drafting and improving articles with guidance from senior engineers.
• Working closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.

What You’ll Bring

• Fluent in Japanese (reading/writing/speaking).
• More than 2 years of experience in IT support, service desk, or system administration
• Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
• Basic understanding of Linux/Unix environments and command-line troubleshooting.