Engineer, Technical Support, Japan
<div class="content-intro"><div class="elementToProof">
<p>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.</p>
</div></div><h4><strong>About the Role</strong></h4>
<p><span data-contrast="auto">Technical Customer Support is our customers’ “hotline.” It is the department that has revolutionized the way we think about technical support: one-on-one, hands-on, and accountable from first contact to resolution — leaving customers with a positive impression and giving our developers and testers invaluable feedback from the field.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">Veeam Backup & Replication (VBR) lets our customers verify the recoverability of their backups, recover instantly, and test upgrades in an isolated environment before moving to production. As a Technical Support Engineer, you are a trusted advisor to fellow IT professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues across backup, virtualization, storage, networking, Windows, and Linux environments.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<p><span data-contrast="auto">We are now looking for a Technical Support Engineer with Japanese to support our Japanese-speaking customer base from Bucharest. This is a hands-on, customer-facing role suited to an engineer with at least 3 years of technical support experience who enjoys solving hard technical problems, learning complex technologies, and owning issues through to resolution.</span><span data-ccp-props="{"335559739":140}"> </span></p>
<h4 id="id-📝JobDescription&JobPostGuidelines-WhatYou’llDo.1"><strong>What You’ll Do</strong></h4>
<p><strong><span data-contrast="none">Customer Technical Support</span></strong><span data-ccp-props="{"335559738":220,"335559739":100}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Provide technical support to B2B customers via phone, email, remote sessions, and web conferencing</span></span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Take ownership of assigned cases from </span><span data-ccp-parastyle="List Bullet">initial</span><span data-ccp-parastyle="List Bullet"> investigation through resolution or </span><span data-ccp-parastyle="List Bullet">appropriate escalation</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Act as a technical focal point for fellow IT professionals, in both Japanese and English</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Research and troubleshoot backup, recovery, virtualization, storage, networking, and operating system issues</span><span data-ccp-props="{"335559739":80}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Troubleshooting & Technical Analysis</span></strong><span data-ccp-props="{"335559738":220,"335559739":100}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Perform structured troubleshooting and log file analysis across common customer environments, including:</span></span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet 2">Veeam Backup & Replication and related data protection concepts</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet 2">Virtualization platforms such as VMware vSphere and Microsoft Hyper-V</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet 2">Windows Server and Linux operating systems</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet 2">Storage, networking, and performance-related scenarios</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Troubleshoot both in Veeam and in third-party components from Microsoft and VMware, </span><span data-ccp-parastyle="List Bullet">determining</span><span data-ccp-parastyle="List Bullet"> whether an issue is known or unknown, a defect, or the result of configuration, environment, or usage</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Correct issues as break/fix scenarios and educate the customer by explaining how the process and interactions work</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Reproduce customer issues in lab environments when needed to support investigation and escalation</span><span data-ccp-props="{"335559739":80}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Case Management & Documentation</span></strong><span data-ccp-props="{"335559738":220,"335559739":100}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Update and manage support cases accurately and within SLA expectations</span></span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Document troubleshooting steps, customer communications, findings, and resolution details clearly in our CRM tool</span> </li>
<li data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1"><span data-ccp-parastyle="List Bullet">Escalate cases with complete technical evidence when </span><span data-ccp-parastyle="List Bullet">additional</span><span data-ccp-parastyle="List Bullet"> assistance from senior support, engineering, or product teams is </span><span data-ccp-parastyle="List Bullet">required</span><span data-ccp-props="{"335559739":80}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Knowledge Sharing & Continuous Improvement</span></strong><span data-ccp-props="{"335559738":220,"335559739":100}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol
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