Senior Technical Support Engineer, Sec-AI
Technical Customer Support is our customers’ “hotline.” This department has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.
We are now looking for a Senior Technical Support Engineer, Sec-AI
What You’ll Do
Leads the end-to-end post-sales technical support function for complex, multi-stakeholder customer environments, independently diagnosing and resolving intricate issues while exercising sound judgment to prioritize impact and deliver scalable, effective solutions
Drives SLA performance excellence by proactively identifying systemic gaps, influencing team practices and workflows, and championing a customer-first mindset that consistently exceeds response and resolution targets
Champions rigorous documentation standards across the team, ensuring all issues, troubleshooting steps, and root cause analyses are thoroughly captured, while mentoring junior engineers in structured problem-solving and logging practices
Leads knowledge management initiatives by authoring and curating high-quality KB articles from RCAs, driving a culture of reusable resolutions and continuous improvement across the support organization
Exercises independent judgment to determine appropriate escalation paths to engineering, influencing cross-functional teams and maintaining customer confidence throughout the full resolution lifecycle
Drives operational excellence by defining, tracking, and improving key metrics such as MTTR, NPS, and CSAT, influencing team behaviors and process changes to deliver measurable, high-quality customer outcomes
Leads with deep technical expertise across Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization—influencing technical decisions and mentoring peers on best practices and emerging approaches.Proven track record leading technical support for Data Privacy, Security, and Cloud environments, with the ability to independently navigate complexity and deliver outcomes with consultation on higher-impact decisions
Proactively builds strategic partnerships with Engineering and Product Management, influencing the product roadmap by translating support insights—including bugs, usability gaps, and enhancement requests—into actionable feedback that drives meaningful product improvement
What You’ll Bring
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 key technologies, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization
Demonstrated depth in all aspects of technical support lifecycle, such as 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. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident timezone of the engineer
What You’ll Get
Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services
Wellbeing & Mental Health Support – Access to an Employee Assistance Program (EAP) that includes confidential therapy sessions, plus legal and financial counseling services
Financial Protection Benefits – Company-provided life and disability insurance to help support employees and their families
Paid Time Off & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care
Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits that support employees through important life moments
Give Back to Your Community – Employees receive paid volunteer time each year through the Veeam Cares program
Please 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.
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