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Technical Support Engineer, Sec-AI

1 week ago
India
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Bash Docker Encryption Kubernetes Linux SQL
Apply Now
Veeam Software

Veeam Software

Veeam Software is the global leader in Backup that delivers Modern Data Protection, offering solutions for virtual environments, enterprises, small businesses, and service providers worldwide.

Internet Software & Services
1K-5K
Founded 2006
$500M raised
View All Jobs 196

Description

  • Lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments.
  • Independently diagnose and resolve intricate technical issues while prioritizing impact and scalable solutions.
  • Drive SLA performance by identifying systemic gaps and improving support workflows and practices.
  • Maintain rigorous documentation of issues, troubleshooting steps, and root cause analyses.
  • Mentor junior engineers in structured problem-solving and accurate logging practices.
  • Lead knowledge management efforts by creating and curating KB articles from RCAs.
  • Determine appropriate escalation paths to engineering and manage customer communication through resolution.
  • Track and improve operational metrics such as MTTR, NPS, and CSAT.
  • Leverage technical expertise in data privacy, security, databases, Linux, networking, cloud, containers, and virtualization to guide support decisions.
  • Partner with Engineering and Product Management to translate support insights into product feedback and roadmap improvements.

Requirements

  • Bachelor’s degree in a technical field.
  • 7+ years of experience as a technical support engineer in a related technical field.
  • Hands-on experience with data privacy and security technologies such as DLP, encryption, access, and classification.
  • Experience with SQL/NoSQL databases, Linux, Bash scripting, networking, cloud platforms, Docker/Kubernetes, and virtualization.
  • Demonstrated experience across the full technical support lifecycle, including ticket logging, triage, escalation, customer response, RCA, and KB creation.
  • Proficiency with technical support systems such as Zendesk.
  • Strong communication and leadership skills with a track record of collaboration with customers, vendors, staff, and internal partners.
  • Understanding of data security and privacy regulations is a strong plus.
  • Availability to work in a 24x7 technical support coverage shift, which may not align with the local timezone.
  • No travel is expected.

Benefits

  • 18 paid vacation days plus 4 additional global VeeaMe Days for self-care.
  • 24 paid volunteer hours annually through Veeam Cares.
  • Private medical coverage for the employee and up to four dependents.
  • Life, accident, and disability insurance with enhanced coverage.
  • Annual flexible wellbeing allowance for physical and mental wellness.
  • Free confidential counseling and coaching through an Employee Assistance Program, including legal and financial advice.
  • Meal, fuel, and transportation benefits based on work arrangement.
  • Daycare reimbursement, safe cab facility for eligible employees, and access to learning and development resources.

Interested in this position?

Apply directly on the company website

Apply Now

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