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Veeam Software, the Data and AI Trust Company, is seeking a Senior Technical Support Engineer specializing in Security & AI to lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments. In this role, you will independently diagnose and resolve intricate technical issues while exercising sound judgment to prioritize impact and deliver scalable solutions.
Key responsibilities include driving SLA performance excellence by proactively identifying systemic gaps and influencing team practices; championing rigorous documentation standards and mentoring junior engineers in structured problem-solving; leading knowledge management initiatives by authoring high-quality KB articles from root cause analyses; and exercising independent judgment on escalation paths to engineering while maintaining customer confidence throughout resolution lifecycles.
You will drive operational excellence by defining and improving key metrics such as MTTR, NPS, and CSAT, and leverage deep technical expertise across Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux/Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization. You'll mentor peers on best practices and emerging approaches while proactively building strategic partnerships with Engineering and Product Management to influence the product roadmap with actionable support insights.
Required qualifications: Bachelor's degree in a technical field with 7+ years of experience as a technical support engineer; hands-on experience with data privacy/security technologies, databases, Linux scripting, networking, cloud platforms, and containerization; demonstrated depth across the full technical support lifecycle (ticket logging, triage, escalation, RCA, KBs); proficiency in support systems like Zendesk; and strong communication and leadership skills. Understanding of data security regulations is a strong plus.
The role requires participation in 24x7 technical support coverage shifts that may occasionally conflict with your resident timezone. No travel is expected. Veeam offers comprehensive benefits including paid vacation, statutory holidays, paid parental leave, fully funded medical/dental/vision coverage, mental health support, and retirement contributions through Costa Rica's statutory programs.
