The SWAT Engineer team handles Veeam's most critical customer situations. Unlike standard support, this team is engaged when customers are experiencing major incidents such as missing data, production outages, or ransomware events.
Provide in depth/expert technical support and troubleshooting for Veeam Software's clients via telephone, email, and web conferencing
Analyze, diagnose, and provide solutions and/or workarounds to Virtualization software, operating systems, networks, and applications in relation to Veeam software product problems/questions
Maintain strong customer rapport and excellent, timely communication
Communicate effectively with Sales Representatives
Operate in an environment with frequent changes, as well as stressful situations
Actively participate in knowledge sharing and mentoring
Maintain high standards of customer support by meeting goals set by direct manager
Performs other duties as assigned
Two or more years of technical support experience is preferred
Exceptional communications skills (verbal and written)
Strict adherence to the case handling rules and Veeam customer care style
Proficient knowledge of virtualization industry and the ability to relay information to potential customers
Advanced familiarity and understanding of VMware vSphere, Microsoft Hyper-V
Advanced knowledge of Windows Server OS, PowerShell cli, cmd cli
Familiarity with Linux OS, bash
Practical understanding of TCP/IP
Advanced familiarity with databases (SQL/PostgreSQL/Oracle)
Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
Retirement and social security contributions through Costa Rica's statutory programs
Life insurance equal to 24x monthly salary, plus disability and funeral coverage
Daily cafeteria subsidy
Fertility, adoption, and surrogacy support
Opportunities to learn and grow through on-demand libraries, mentoring, workshops, and global learning events
San Jose, Costa Rica (Hybrid)
Note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.
