{"id":966860,"url":"https://alion.io/job/veeam-software-engineer-technical-support-japan-2","title":"Engineer, Technical Support, Japan","company":{"id":2260,"name":"Veeam Software","domain":"veeam.com","url":"https://alion.io/company/veeam-software","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":81,"open_postings":34,"ghost_share":0,"stale_share":0.735,"repost_share":0.029,"time_to_fill_p50_days":44,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bucharest, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":69000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":755},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Linux","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Oracle","optional":true},{"name":"SQL","optional":true},{"name":"Unix","optional":true}],"status":"live","first_seen_at":"2026-09-16T13:08:29Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-05T09:37:04Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"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.\nAbout the Role\nTechnical Customer Support is our customers’ “hotline.” It is the department that has revolutionized the way we think about technical support: one-on-one, hands-on, and accountable from first contact to resolution - leaving customers with a positive impression and giving our developers and testers invaluable feedback from the field. \nVeeam Backup & Replication (VBR) lets our customers verify the recoverability of their backups, recover instantly, and test upgrades in an isolated environment before moving to production. As a Technical Support Engineer, you are a trusted advisor to fellow IT professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues across backup, virtualization, storage, networking, Windows, and Linux environments. \nWe are now looking for a Technical Support Engineer with Japanese to support our Japanese-speaking customer base from Bucharest. This is a hands-on, customer-facing role suited to an engineer with at least 3 years of technical support experience who enjoys solving hard technical problems, learning complex technologies, and owning issues through to resolution. \nWhat You’ll Do\nCustomer Technical Support \nProvide technical support to B2B customers via phone, email, remote sessions, and web conferencing\nTake ownership of assigned cases from initialinvestigation through resolution or appropriate escalation\nAct as a technical focal point for fellow IT professionals, in both Japanese and English\nResearch and troubleshoot backup, recovery, virtualization, storage, networking, and operating system issues \nTroubleshooting & Technical Analysis \nPerform structured troubleshooting and log file analysis across common customer environments, including:\nVeeam Backup & Replication and related data protection concepts\nVirtualization platforms such as VMware vSphere and Microsoft Hyper-V\nWindows Server and Linux operating systems\nStorage, networking, and performance-related scenarios\nTroubleshoot both in Veeam and in third-party components from Microsoft and VMware, determiningwhether an issue is known or unknown, a defect, or the result of configuration, environment, or usage\nCorrect issues as break/fix scenarios and educate the customer by explaining how the process and interactions work\nReproduce customer issues in lab environments when needed to support investigation and escalation \nCase Management & Documentation \nUpdate and manage support cases accurately and within SLA expectations\nDocument troubleshooting steps, customer communications, findings, and resolution details clearly in our CRM tool\nEscalate cases with complete technical evidence when additionalassistance from senior support, engineering, or product teams is required \nKnowledge Sharing & Continuous Improvement \nContribute to KCS articles, internal notes, and troubleshooting guidance based on resolved cases\nShare useful findings with teammates to improve consistency and resolution quality\nProvide clear technical feedback when recurring product, documentation, or process issues are identified \nCustomer & Stakeholder Communication \nCommunicate clearly and professionally with customers throughout the case lifecycle\nExplain technical findings, next steps, and workarounds in language that is easy for customers to understand\nCollaborate with senior support engineers, escalation teams, and product specialists when deeper investigation is required \nWhat You’ll Bring\nLanguage \nBusiness-level Japanese (JLPT N2 or equivalent) - required\nFluent English, written and spoken - required\nAbility to communicate technical concepts clearly with Japanese customers and internal stakeholders \nTechnical \n3+ years of experience in technical support, systems administration, infrastructure support, or a similar customer-facing technical role\nWorking knowledge of backup and recovery concepts, with the interest to develop deeper expertisein Veeam solutions\nAdvanced user or administrative level with Windows Server 2016 / 2019 / 2022 / 2025 and Windows 10 / 11\nPractical knowledge of TCP/IP (OS and firewallconfiguration) and networking configuration and troubleshooting (NAT, ports, DHCP, DNS)\nHands-on experience or practical familiarity with VMware vSphere / ESXiand/or Microsoft Hyper-V\nBasic Linux administration, storage concepts, and performance troubleshooting\nLog review, issue reproduction, and structured troubleshooting methodologies\nAbility to follow technical documentation, validateassumptions, and escalate with clear evidencewhen needed \nProfessional Skills & Mindset \nCustomer-focused mindset, staying calm and structured when working on complex technical issues\nStrong written and verbal communication skills, including the ability to explain technical topics simply\nAbility to quickly learn, understand, and explain technical information\nAbility to manage multiple support cases, prioritize work, and follow through on commitments\nExcellent time management and the ability to work in a fast-paced environment\nCuriosity, ownership, and willingness to learn from senior engineers and product specialists \nBonus Skills\nExperience supporting backup, virtualization, storage, or infrastructure platforms\nUNIX and/or Linux knowledge, Microsoft Exchange administration, or database engines (SQL / Oracle)\nVeeam VMCE, VMware, Microsoft, Linux, networking, or cloud-related certifications\nExperience working in a global or distributed support organization\nFamiliarity with enterprise customer environments and escalation processes \nWhat You’ll Get \n21 annual vacation days, additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares\nPrivate health, dental, and vision insurance for employees and dependents, including outpatient care, hospitalization, pregnancy monitoring, and psychology support\nMonthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform\nLife insurance (2× annual gross salary), critical illness, and disability coverage, plus vision reimbursement\nFree access to Bookster library platform for borrowing your favorite books for free\nOpportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning\nPlease note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.\nVeeam Software is an equal opportunity employer and does not tolerate discrimination in any form 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. All your information will be kept confidential.\nPersonal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing. \nBy submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. 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