Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
Technical Customer Support is our customers’ “hotline.” This department has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.
What You’ll Do- Performing troubleshooting and analysis, including log file investigation
- Acting as a technical focal point in relationships to fellow IT Professionals
- Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works
- Documenting of all customer interactions accurately and within SLA in our CRM tool
- Fluent English (reading/writing/speaking)
- System administration skills
- Strong TCP/IP knowledge
- Strong knowledge of Linux-based OS (booting, initialization systems, package management, kernel modules management, process management, OS monitoring, storage management, filesystems, networking, tools)
- Experience in installing, configuring, and maintaining services on Linux-based OS
- Familiarity with Oracle database concepts (11g, 12c, and 18c, Windows and Linux implementations)
- Familiarity with Oracle RMAN tool and ability to use this tool for database backup and recovery
- Familiarity with Oracle RAC (Real Application Cluster) concepts
- Familiarity with SAP HANA database concepts
- Familiarity with the fundamentals of scripting languages (bash, Python)
- Familiarity with security concepts (firewalls, access control (SELinux, AppArmor))
- Analytical and problem-solving skills
- Ability to quickly learn, understand and explain technical information
- Ability and desire to take ownership of client issues through resolution
- Excellent time management skills
- Ability to work in a fast-paced environment
- Familiarity with Nutanix AHV hypervisor and related technologies (Prism interface, REST API explorer, aCLI, nCLI, ADFS concepts, KVM technology, NCC). Experience with VMware, Hyper-V
- Experience with UNIX (BSD, AIX, Solaris, HP-UX)
- 18 paid vacation days, plus 3 global VeeaMe Days for self-care and 24 volunteer hours annually
- Private medical coverage for you and up to four dependents
- Life, accident, and disability insurance with enhanced coverage
- Wellbeing allowance for physical and mental wellness
- Free confidential counselling and coaching via Employee Assistance Programme (EAP)
- Meal, fuel, and transportation benefits based on work arrangement
- Daycare reimbursement and safe cab facility for eligible employees
- Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program
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