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Veeam Software, the Data and AI Trust Company, is seeking a Virtualization Backup Engineer to join its Technical Customer Support team in North Sydney. This role serves as a technical hotline for customers, providing one-on-one support and troubleshooting for Veeam's backup and data resilience solutions.
You will take ownership of customer support cases from initial contact through resolution, performing deep troubleshooting and log file analysis. Your responsibilities include acting as a technical focal point for IT professionals, diagnosing issues within Veeam products and third-party components (Microsoft, VMware), determining root causes (defects, misconfigurations, or known issues), and implementing fixes. You'll document all interactions accurately in the CRM tool while maintaining SLA compliance and educating customers on technical processes and solutions.
Required qualifications include fluent English (reading, writing, speaking) and advanced user or administrative-level knowledge of Windows Server (2016/2019/2022/2025) and Windows 10/11. You must have practical TCP/IP knowledge, including OS and firewall configuration, plus networking troubleshooting skills (NAT, ports, DHCP, DNS). Preferred experience includes UNIX/Linux, VMware ESXi, Microsoft Hyper-V, Microsoft Exchange administration, and database engines (SQL/Oracle).
You should demonstrate the ability to quickly learn and explain complex technical information, take ownership of client issues, manage time effectively, and thrive in a fast-paced environment. The role requires Chinese language proficiency to support a specific customer segment.
Veeam offers 20 annual vacation days plus 4 VeeaMe Days for self-care, private medical insurance, annual wellbeing allowance, discounted HCF corporate health insurance, EAP counseling, superannuation contributions, and access to learning platforms including LinkedIn Learning and O'Reilly. The company also provides 24 paid volunteer hours annually through Veeam Cares.
