Senior Technical Support Engineer, Sec-AI

🔥 12 hours ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Veeam Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📦 Logistics

☁️ SaaS

💰 $500M Private Equity Round on 2019-01

Consulting • Logistics • SaaS

Veeam Software is a global leader in data resilience and protection, offering self-managed data protection software for hybrid and multi-cloud environments. Their Veeam Data Platform provides comprehensive solutions for data backup, recovery, and security, featuring zero-trust principles and AI-powered tools for data intelligence. Veeam's offerings include secure backup and storage services for platforms such as Microsoft 365, AWS, and Google Cloud, supporting diverse workloads including virtual, physical, and SaaS environments. With a reputation for innovation and customer trust, Veeam serves a broad range of industries, ensuring data resilience against disruptions such as ransomware attacks. Their solutions enable businesses to achieve data freedom, secure storage, and efficient management, reinforcing their position as a top vendor in enterprise backup and recovery software worldwide.

📋 Description

• Lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments • Independently diagnose and resolve intricate issues, prioritizing impact and delivering scalable solutions • Drive SLA performance by identifying systemic gaps, influencing team practices and workflows, and exceeding response and resolution targets • Champion documentation standards for issues, troubleshooting steps, and root cause analyses • Mentor junior engineers in structured problem-solving and logging practices • Lead knowledge management initiatives by authoring and curating knowledge-base articles from RCAs • Determine escalation paths to engineering and maintain customer confidence through resolution • Define, track, and improve MTTR, NPS, and CSAT metrics • Provide technical leadership across Data Privacy and Security, SQL/NoSQL databases, Linux, Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization • Build strategic partnerships with Engineering and Product Management and translate support insights into product-roadmap feedback

🎯 Requirements

• Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field • Hands-on experience with Data Privacy and Security, DLP, Encryption, Access, Classification, SQL/NoSQL databases, Linux, Bash scripting, Networking, OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization • Demonstrated depth across the technical support lifecycle, including ticket logging, triage, escalation, customer response, RCA, and KBs • Proficiency in one or more Technical Support systems, such as Zendesk • Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners • Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus • No travel is expected; participation in a 24x7 technical support coverage shift is required and may occasionally conflict with the engineer’s resident timezone • Position is based in San Jose, Costa Rica; applicants permanently located outside Costa Rica may be declined • All applications must be submitted in English

🏖️ Benefits

• Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services • Wellbeing & Mental Health Support – Employee Assistance Program (EAP) with confidential therapy sessions, plus legal and financial counseling services • Financial Protection Benefits – Company-provided life and disability insurance • Paid Time Off & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days • Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits • Paid volunteer time each year through the Veeam Cares program