Veeam Backup and Replication

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.

The Veeam Backup and Replication (VBR) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production. The VBR technical support engineer is a trusted role providing technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.

• Perform troubleshooting and analysis, including log file investigation
• Act as a technical focal point in relationships to fellow IT Professionals
• Take 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
• Document all customer interactions accurately and within SLA in our CRM tool

• Fluent in English (reading/writing/speaking)
• Advanced user or administrative level with the following areas: Windows OS 2008(r2)/2012(r2)/2016
• Practical knowledge of TCP/IP (OS, firewalls configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS)
• Exchange server administration, DataBase engines (SQL/Oracle)
• 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

• UNIX and/or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft

• Medical, dental, and vision through INS. Premium cost for employee and dependent coverage is fully funded by Veeam
• Life insurance and disability coverage
• Two weeks paid time off along with company paid holidays
• Veeam Care Days – additional 24 hours for your volunteering activities
• Cafeteria subsidy
• 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

Please note: This is a hybrid role based in San Jose, Costa Rica. On-site work is required on Mondays, Tuesdays, and Wednesdays. Thursdays and Fridays are remote. Candidates must reside permanently in Costa Rica. If an applicant is located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

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.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.

By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.