💼 About This Role

You'll manage a team of Technical Support Engineers ensuring successful customer experiences with Veeam products. You'll provide expert troubleshooting via phone, email, and web conferencing. This role offers the opportunity to mentor less experienced engineers and reduce ambiguity in complex support cases.

🎯 What You'll Do

• Manage a group of Technical Support Engineers for customer issue resolution.
• Provide expert technical support via phone, email, and web conferencing.
• Monitor ticket queues for SLA compliance and timely case updates.
• Train and mentor less experienced engineers.

📋 Requirements

• B2B technical support experience with high-tech products or services.
• Server administration and troubleshooting experience (3-5 years).
• Level II or Level III client/customer support experience (5 years).
• Strong networking background required.

✨ Nice to Have

• Project management certifications or Jira/Confluence experience.
• AWS, Azure, or similar cloud administration certifications.
• Security certifications or credential management experience.

🎁 Benefits & Perks

• 🏖️ Paid vacation (2 weeks), statutory holidays, plus 4 extra VeeaMe Days.
• 👶 Paid parental leave (8 days fathers, 122 days birthing parents, 92 adoptive).
• 🏥 Medical, dental, vision fully funded via INS Premium for employees and dependents.
• 🧠 Mental health support through Employee Assistance Program.
• 📚 Learning opportunities via LinkedIn Learning, O'Reilly, and mentoring.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical Interview· 60 min