Senior Engineer, Technical Support, VB365

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 Tier 1 Support Engineer, you will provide technical support and troubleshooting for Veeam customers, specifically supporting Veeam Backup for Microsoft 365. You will apply your technical knowledge of Veeam products and Microsoft 365 environments to diagnose and resolve customer issues while maintaining clear communication and high customer satisfaction.

What You’ll Do

• Provide in-depth technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing.
• Analyze, diagnose, and provide solutions and/or workarounds for Microsoft 365 environments, operating systems, networks, and applications in relation to Veeam software product problems and questions.
• Maintain strong customer rapport and excellent, timely communication.
• Take ownership of customer issues and work with customers through resolution.
• Operate effectively in an environment with frequent changes and potentially stressful situations.
• Perform other duties as assigned.

What You’ll Bring

• Fluent English communication skills, including reading, writing, and speaking.
• Previous troubleshooting and/or systems administration experience.
• Familiarity with Microsoft 365 and Azure.
• Familiarity with Microsoft Exchange Server administration.
• Experience with Windows Server 2016 or later.
• Familiarity with JET databases and PostgreSQL databases.
• Practical understanding of TCP/IP, including operating system and firewall configuration.
• Familiarity with PowerShell.
• Familiarity with REST API concepts.
• Ability to quickly learn, understand, and clearly explain technical information.
• Ability and desire to take ownership of customer issues through resolution.
• Excellent time management skills.

What You’ll Get

• Comprehensive Health Coverage - Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services.
• Wellbeing & Mental Health Support - Access to an Employee Assistance Program (EAP) that includes confidential therapy sessions, plus legal and financial counseling services.
• Financial Protection Benefits - Company-provided life and disability insurance to help support employees and their families.
• Paid Time Off & Global Recharge Days - Vacation time, statutory holidays, and additional company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care.
• Family-Friendly Leave Programs - Competitive maternity, paternity, adoption, and other leave benefits that support employees through important life moments.
• Give Back to Your Community - Employees receive paid volunteer time each year through the Veeam Cares program.

Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

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Veeam 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.

Personal 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. 

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.