Specialist Engineer, Technical Support, VCC/VSPC
- India
Posted 2 days ago
About the role
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world's biggest brands.
About the Role
VCC-VSPC Support Engineer is expected to bring a high level of technical knowledge of both 3rd party and Veeam products, communicate effectively, collaborate efficiently with other team members to improve team knowledge and maintain a high level of customer satisfaction, as well as provide technically complex client support for Veeam's products via the telephone and email.
What You'll Do
- Provide in-depth/expert technical support and troubleshooting for Veeam Software's clients via telephone, email, and web conferencing.
- Analyze, diagnose, and provide solutions and/or workarounds to Virtualization software, operating systems, networks, and applications in relation to Veeam software product problems/questions.
- Maintain strong customer rapport and excellent, timely communication.
- Communicate effectively with Sales Representatives and Account Managers.
- Be the point of contact and maintain on-call responsibilities for high priority, highly complex issues.
- Contribute to documentation to build Veeam's knowledge base.
- Operate in an environment with frequent changes, as well as stressful situations.
- Routinely train and mentor less experienced engineers.
- Perform other duties as assigned.
What You'll Bring
- Three (3) or more years of VMware or Microsoft virtualization technology experience.
- Three (3) or more years Windows infrastructure experience, specifically IIS, Exchange, SQL, and Domain Controller.
- Strong networking background required.
- VCP/MSCE or similar level certification desired.
- Three to five (3-5) years of Windows and Linux server administration and troubleshooting experience.
- Five (5) years of client or customer support (Level II or Level III) with demonstrated problem resolution skills.
- Exceptional communication skills (verbal and written).
- At least one year in the role of Veeam Support Specialist Engineer or equivalent for Veeam Availability Suite.
- Impeccable performance and recognition, and exceeding KPI requirements and other expectations for the previous role in the past period.
What You'll Get
- 18 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical coverage for you and up to four dependents
- Life, accident, and disability insurance with enhanced coverage
- Annual flexible wellbeing allowance for physical and mental wellness
- Free confidential counselling and coaching via Employee Assistance Program (EAP), including legal and financial advice
- Meal, fuel, and transportation benefits based on work arrangement
- Daycare reimbursement and safe cab facility for eligible employees
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O'Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning
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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
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By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.