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Engineer, Technical Support, Japan
📅 Sep 3
JapaneseIT SupportService DeskSystem Administration
📜 Description
- Serve as the first point of contact for B2B customers by phone, email, and web conferencing.
- Triage, categorize, and prioritize support cases, resolving routine issues with documented procedures and the Veeam knowledge base.
- Troubleshoot issues, collect and analyze logs, and escalate complex cases with clear notes.
- Own assigned cases through resolution or escalation, keeping customers informed and progressing cases promptly.
- Document customer interactions in the CRM within SLA and contribute to knowledge-base articles.
- Work with senior engineers and team leads while building expertise in backup, recovery, virtualization, and cloud technologies.
🛠️ Requirements
- Fluent in Japanese (reading/writing/speaking).
- More than 2 years of experience in IT support, service desk, or system administration
- Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.
- Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
- Basic understanding of Linux/Unix environments and command-line troubleshooting.
- Ability to quickly learn, understand, and explain technical information.
- Strong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.
- Good time management and organizational skills, and comfort following documented processes and SLAs.
- Ability to work in a fast-paced environment
- Experience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions.
✨ Benefits
- Paid annual leave plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Flexible Spending Allowance (FSA) for medical
- Dental
- Vision
- Wellness
- Fitness
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O'Reilly), mentoring, workshops
- #LI-Hybrid #LI-EL1
- What You'll Do
- Serving as the first point of contact for Veeam Software's clients (B2B) via telephone, email, and web conferencing
Full job description
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
As a Technical Support Engineer, you will be the first point of contact for customers using Veeam’s data protection and backup solutions, including Veeam Data Platform (VDP) and Veeam Backup & Replication (VBR). You will handle incoming support cases, perform initial troubleshooting and log collection, resolve routine issues using documented procedures, and escalate more complex problems to senior engineers.
This is a growth-focused role where you will be supported by a structured onboarding and certification path, as well as experienced engineers, while building your expertise in backup and recovery, virtualization, cloud, and data protection technologies.
What You’ll Do
- Serving as the first point of contact for Veeam Software’s clients (B2B) via telephone, email, and web conferencing, delivering first-line technical support.
- Triaging, categorizing, and prioritizing incoming cases, and resolving routine issues using documented procedures and the Veeam knowledge base.
- Performing initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.
- Owning assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
- Documenting all customer interactions accurately and within SLA in our CRM tool.
- Contributing to Veeam’s knowledge base by drafting and improving articles with guidance from senior engineers.
- Working closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.
What You’ll Bring
- Fluent in Japanese (reading/writing/speaking).
- More than 2 years of experience in IT support, service desk, or system administration
- Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.
- Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
- Basic understanding of Linux/Unix environments and command-line troubleshooting.
- Ability to quickly learn, understand, and explain technical information.
- Strong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.
- Good time management and organizational skills, and comfort following documented processes and SLAs.
- Ability to work in a fast-paced environment
Bonus Skills
- Experience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions.
- Knowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, and Microsoft Exchange.
- Understanding of database technologies such as Microsoft SQL Server and Oracle, particularly in the context of backup and recovery.
- Practical understanding of networking fundamentals, including TCP/IP, DNS, ports, and firewall configuration, and their impact on backup and recovery operations.
- Awareness of REST API concepts and experience working with APIs is a plus.
What You’ll Get
- Paid annual leave plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
- 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
#LI-Hybrid #LI-EL1
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.
Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.
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.
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