Technical Support Engineer, Sec-AI

Role Overview: You will be joining the Technical Customer Support department as a Technical Support Engineer, Sec-AI at Veeam, where you will play a crucial role in providing post-sales technical support for complex customer environments. Your responsibilities will include diagnosing and resolving intricate issues, driving SLA performance excellence, championing documentation standards, leading knowledge management initiatives, and contributing to operational excellence. Additionally, you will be expected to lead with deep technical expertise across various technologies and build strategic partnerships with Engineering and Product Management to influence product improvements. Key Responsibilities: - Lead the end-to-end post-sales technical support function for complex customer environments, independently diagnosing and resolving intricate issues with sound judgment. - Drive SLA performance excellence by proactively identifying systemic gaps, influencing team practices, and championing a customer-first mindset. - Champion rigorous documentation standards and lead knowledge management initiatives by authoring high-quality KB articles. - Exercise independent judgment to determine appropriate escalation paths to engineering and maintain customer confidence throughout the resolution lifecycle. - Drive operational excellence by defining, tracking, and improving key metrics such as MTTR, NPS, and CSAT. - Lead with deep technical expertise across Data Privacy and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization. - Build strategic partnerships with Engineering and Product Management to influence the product roadmap. Qualifications Required: - Minimum of a Bachelor's Degree in a technical field with 7+ years of work experience as a technical support engineer. - Hands-on experience with key technologies such as Data Privacy and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. - Proficiency in technical support lifecycle aspects like ticket logging, triage, escalation, customer response, RCA, and KBs. - Strong communication and leadership skills with a proven track record of collaborative success. - Understanding of Data Security and Privacy regulations is a strong plus. - Availability for participation in a 24x7 technical support coverage shift. - Experience with Technical Support systems like Zendesk is preferred. Note: Veeam Software is an equal opportunity employer and values diversity. Personal data collected during the recruitment process will be processed in accordance with the Recruiting Privacy Notice. Make sure all information provided is complete and accurate to the best of your knowledge to avoid disqualification from consideration. Role Overview: You will be joining the Technical Customer Support department as a Technical Support Engineer, Sec-AI at Veeam, where you will play a crucial role in providing post-sales technical support for complex customer environments. Your responsibilities will include diagnosing and resolving intricate issues, driving SLA performance excellence, championing documentation standards, leading knowledge management initiatives, and contributing to operational excellence. Additionally, you will be expected to lead with deep technical expertise across various technologies and build strategic partnerships with Engineering and Product Management to influence product improvements. Key Responsibilities: - Lead the end-to-end post-sales technical support function for complex customer environments, independently diagnosing and resolving intricate issues with sound judgment. - Drive SLA performance excellence by proactively identifying systemic gaps, influencing team practices, and championing a customer-first mindset. - Champion rigorous documentation standards and lead knowledge management initiatives by authoring high-quality KB articles. - Exercise independent judgment to determine appropriate escalation paths to engineering and maintain customer confidence throughout the resolution lifecycle. - Drive operational excellence by defining, tracking, and improving key metrics such as MTTR, NPS, and CSAT. - Lead with deep technical expertise across Data Privacy and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization. - Build strategic partnerships with Engineering and Product Management to influence the product roadmap. Qualifications Required: - Minimum of a Bachelor's Degree in a technical field with 7+ years of work experience as a technical support engineer. - Hands-on experience with key technologies such as Data Privacy and Security, SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes containers, and Virtualization. - Proficiency in technical support lifecycle aspects like ticket logging, triage, escalation