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Salary: USD 161,138 - 219,500 / annual
Veeam, the Data and AI Trust Company, is seeking a Senior Technical Support Engineer to design and develop complex solutions for technical product support requests. You will enhance the customer experience by identifying, recreating, and tracking customer issues for faster and accurate resolutions, while also identifying product features and enhancements reported by customers for product adoption improvement.
Key responsibilities include developing performance metrics and standards for technical products, contributing to technical documentation including product features, root cause analysis, and internal findings in Knowledge Base, Best Practices, Blogs, and White Papers. You will collaborate across engineering, sales, and product management teams during Proof of Concept (POC) activities, analyzing product demos for existing and prospective customers.
You will work on product areas including networking, cloud, virtualization, backup, and recovery. Technical expertise required includes software solutions such as OpenShift, PKS, Rancher, Google GKE, AWS EKS, and VMware administration. You will configure public cloud infrastructure including AWS, Azure, and Google Cloud, working with networking, cloud, virtualization, backup, and recovery concepts.
Required qualifications include a Bachelor's degree in Computer Systems Engineering, Computer Science, Computer Engineering, or related field, plus 6 years of progressive experience as Systems Architect, Lead Engineer, or related role. You must have at least 3 years of experience in each of: designing and developing guidelines for technical solutions using Kubernetes, Linux administration (Docker), cloud technologies, and scripting languages (Bash or Python); supporting customer environments using at least two of OpenShift, PKS, Rancher, Google GKE, AWS EKS, or VMware; configuring public cloud infrastructure (AWS, Azure, Google Cloud); and Kubernetes administration including cluster management and troubleshooting.
Additional requirements include proficiency with Salesforce and ServiceNow for case management and customer interaction tracking, managing high-priority support cases with production issues, using JIRA for issue tracking and project management, and optimizing software development life cycles to ensure smooth transitions between releases with minimal downtime.
The position permits telecommuting; applicants may reside anywhere in the US and report to the Kirkland, WA office.
