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Veeam Software, the Data and AI Trust Company, is seeking a Technical Support Engineer for its Security & AI product line based in Bangalore. This is a senior technical support role responsible for leading end-to-end post-sales technical support for complex, multi-stakeholder customer environments.
Key Responsibilities:
- Lead independent diagnosis and resolution of intricate technical issues in customer environments, exercising sound judgment to prioritize impact and deliver scalable solutions
- Drive SLA performance excellence by proactively identifying systemic gaps, influencing team practices, and championing customer-first mindset
- Champion rigorous documentation standards, ensuring thorough capture of issues, troubleshooting steps, and root cause analyses while mentoring junior engineers
- Lead knowledge management initiatives by authoring high-quality KB articles from RCAs, driving a culture of reusable resolutions
- Exercise independent judgment on escalation paths to engineering, maintaining customer confidence throughout resolution lifecycle
- Drive operational excellence by defining, tracking, and improving key metrics (MTTR, NPS, CSAT) and influencing process improvements
- Leverage deep technical expertise across Data Privacy & Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux/Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization
- Build strategic partnerships with Engineering and Product Management, translating support insights into actionable product feedback
The role requires participation in 24x7 technical support coverage shifts that may occasionally conflict with resident timezone. No travel expected.
Requirements:
- Minimum Bachelor's Degree in a technical field
- 7+ years of work experience as a technical support engineer in a related technical field
- Hands-on experience with Data Privacy & Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization
- Demonstrated depth across full technical support lifecycle: ticket logging, triage, escalation, customer response, RCA, and KB management
- Proficiency in technical support systems such as Zendesk
- Strong communication and leadership skills with proven collaborative success across customers, vendors, staff, and internal partners
- Understanding of Data Security and Privacy regulations (strong plus)
