Engineer, Technical Support, Japan
About the Role
As a Technical Support Engineer, you will be the first point of contact for customers using Veeam’s data protection and backup solutions, including Veeam Data Platform (VDP) and Veeam Backup & Replication (VBR). You will handle incoming support cases, perform initial troubleshooting and log collection, resolve routine issues using documented procedures, and escalate more complex problems to senior engineers.
This is a growth-focused role where you will be supported by a structured onboarding and certification path, as well as experienced engineers, while building your expertise in backup and recovery, virtualization, cloud, and data protection technologies.
What You’ll Do
Serving as the first point of contact for Veeam Software’s clients (B2B) via telephone, email, and web conferencing, delivering first-line technical support.
Triaging, categorizing, and prioritizing incoming cases, and resolving routine issues using documented procedures and the Veeam knowledge base.
Performing initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.
Owning assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
Documenting all customer interactions accurately and within SLA in our CRM tool.
Contributing to Veeam’s knowledge base by drafting and improving articles with guidance from senior engineers.
Working closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.
What You’ll Bring
Fluent in Japanese (reading/writing/speaking).
More than 2 years of experience in IT support, service desk, or system administration
Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.
Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
Basic understanding of Linux/Unix environments and command-line troubleshooting.
Ability to quickly learn, understand, and explain technical information.
Strong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.
Good time management and organizational skills, and comfort following documented processes and SLAs.
Ability to work in a fast-paced environment
Bonus Skills
Experience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions.
Knowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, and Microsoft Exchange.
Understanding of database technologies such as Microsoft SQL Server and Oracle, particularly in the context of backup and recovery.
Practical understanding of networking fundamentals, including TCP/IP, DNS, ports, and firewall configuration, and their impact on backup and recovery operations.
Awareness of REST API concepts and experience working with APIs is a plus.
What You’ll Get
Paid annual leave plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning
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