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Veeam is seeking a Technical Support Engineer with Japanese language skills to support the company's Japanese-speaking customer base from its Bucharest office. This is a hands-on, customer-facing role within Veeam's Technical Customer Support department, which provides one-on-one, accountable support from first contact to resolution.
In this role, you will:
**Customer Technical Support**
- Provide technical support to B2B customers via phone, email, remote sessions, and web conferencing
- Take ownership of assigned cases from initial investigation through resolution or appropriate escalation
- Act as a technical focal point for fellow IT professionals in both Japanese and English
- Research and troubleshoot backup, recovery, virtualization, storage, networking, and operating system issues
**Troubleshooting & Technical Analysis**
- Perform structured troubleshooting and log file analysis across customer environments
- Troubleshoot Veeam Backup & Replication, VMware vSphere, Microsoft Hyper-V, Windows Server, and Linux systems
- Determine whether issues are known defects, configuration problems, or environmental issues
- Reproduce customer issues in lab environments when needed
- Educate customers on how processes and interactions work
**Case Management & Documentation**
- Update and manage support cases accurately within SLA expectations
- Document troubleshooting steps, communications, findings, and resolutions in the CRM tool
- Escalate cases with complete technical evidence when needed
**Knowledge Sharing & Continuous Improvement**
- Contribute to KCS articles, internal notes, and troubleshooting guidance
- Share findings with teammates to improve consistency and resolution quality
- Provide technical feedback on recurring product, documentation, or process issues
**Customer & Stakeholder Communication**
- Communicate clearly and professionally with customers throughout the case lifecycle
- Explain technical findings and workarounds in accessible language
- Collaborate with senior support engineers, escalation teams, and product specialists
**Requirements:**
- Business-level Japanese (JLPT N2 or equivalent) — required
- Fluent English, written and spoken — required
- 3+ years of experience in technical support, systems administration, infrastructure support, or similar customer-facing technical role
- Working knowledge of backup and recovery concepts
- Advanced user or administrative level with Windows Server 2016/2019/2022/2025 and Windows 10/11
- Practical knowledge of TCP/IP, networking configuration and troubleshooting (NAT, ports, DHCP, DNS)
- Hands-on experience or practical familiarity with VMware vSphere/ESXi and/or Microsoft Hyper-V
- Basic Linux administration, storage concepts, and performance troubleshooting
- Log review, issue reproduction, and structured troubleshooting methodologies
- Ability to follow technical documentation, validate assumptions, and escalate with clear evidence
- Customer-focused mindset with strong written and verbal communication skills
- Ability to quickly learn and explain technical information
- Ability to manage multiple support cases, prioritize work, and follow through on commitments
- Excellent time management and ability to work in a fast-paced environment
- Curiosity, ownership, and willingness to learn from senior engineers
**Bonus Skills:**
- Experience supporting backup, virtualization, storage, or infrastructure platforms
- UNIX and/or Linux knowledge, Microsoft Exchange administration, or database engines (SQL/Oracle)
- Veeam VMCE, VMware, Microsoft, Linux, networking, or cloud-related certifications
- Experience working in a global or distributed support organization
- Familiarity with enterprise customer environments and escalation processes
Note: Applicants must be permanently located in Romania to be considered for this position.
