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Veeam Software, the Data and AI Trust Company, is seeking a Technical Support Engineer specializing in Security and AI to lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments. This role is responsible for independently diagnosing and resolving 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; exercising independent judgment on escalation paths to engineering teams; and driving operational excellence through metrics tracking (MTTR, NPS, CSAT).
The role requires deep technical expertise across Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization. You will mentor peers on best practices, build strategic partnerships with Engineering and Product Management, and translate support insights into actionable product feedback.
The position requires participation in 24x7 technical support coverage shifts that may occasionally conflict with resident timezone. No travel is expected. Veeam protects over 550,000 customers worldwide and is headquartered in Seattle with offices in more than 30 countries.
