{"id":193899,"url":"https://alion.io/job/veeam-software-engineer-technical-support-japan","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":82,"open_postings":32,"ghost_share":0,"stale_share":0.688,"repost_share":0.031,"time_to_fill_p50_days":48,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"DNS","optional":true},{"name":"Hyper-V","optional":true},{"name":"MS SQL","optional":true},{"name":"Oracle","optional":true},{"name":"Rest API","optional":true},{"name":"VMWare","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-09-03T05:21:57Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-26T23:17:04Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"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\nAs 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.\nThis 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.\nWhat You’ll Do\nServing as the first point of contact for Veeam Software’s clients (B2B) via telephone, email, and web conferencing, delivering first-line technical support.\nTriaging, categorizing, and prioritizing incoming cases, and resolving routine issues using documented procedures and the Veeam knowledge base.\nPerforming initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.\nOwning assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.\nDocumenting all customer interactions accurately and within SLA in our CRM tool.\nContributing to Veeam’s knowledge base by drafting and improving articles with guidance from senior engineers.\nWorking closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.\nWhat You’ll Bring\nFluent in Japanese (reading/writing/speaking).\nMore than 2 years of experience in IT support, service desk, or system administration\nFoundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.\nBasic understanding of Linux/Unix environments and command-line troubleshooting.\nAbility to quickly learn, understand, and explain technical information.\nStrong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.\nGood time management and organizational skills, and comfort following documented processes and SLAs.\nAbility to work in a fast-paced environment\nBonus Skills\nExperience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions.\nHands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.\nKnowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, and Microsoft Exchange.\nUnderstanding of database technologies such as Microsoft SQL Server and Oracle, particularly in the context of backup and recovery.\nPractical understanding of networking fundamentals, including TCP/IP, DNS, ports, and firewall configuration, and their impact on backup and recovery operations.\nAwareness of REST API concepts and experience working with APIs is a plus.\nWhat You’ll Get \nPaid annual leave plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares\nFlexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses\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\n#LI-Hybrid #LI-EL1\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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