Technical Lead, Customer Support

3 months ago

Sydney, Australia Veeam Software Full time

Veeam®, the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud.

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

**Responsibilities**:

- Assist and review escalation processes for cases requiring senior-level support.
- Provide technical assistance to engineers, specialising in troubleshooting network problems and emergencies.
- Conducted log and behavior analysis, researched, evaluated, and monitored network infrastructure to ensure optimal performance.
- Schedule and oversee remote sessions, install, configure, test, maintain, and manage networks, software, databases, servers, and workstations.
- Support research and lab testing, providing network programming expertise to meet specific business requirements.
- Promote team education by facilitating knowledge development in product and third-party technologies.
- Oversee and guide engineers in preparing articles/standups, maintaining procedures, and documenting network inventory, diagnoses, and solutions.
- Collaborate with QA, RnD, and other teams to identify product bugs and recommend improvements for network operations and troubleshooting.
- Handle high-priority and complex scenarios, providing expert support and troubleshooting for critical network issues.
- Provide technical support to international customers, resolving incidents through remote sessions.
- Document customer interactions and workflows in Salesforce, maintaining detailed records of network issues, enhancements, and maintenance procedures.

**Requirements**:

- Strong knowledge and troubleshooting experience in Networking, Hardware, Storage, Windows Servers, Linux, and Virtualization
- Advanced knowledge in Backup & Replication troubleshooting
- Familiarity with related products (Agents, VBO365, plugins)
- Strong expertise in Hyper-V and VMware infrastructure and troubleshooting
- Advanced log analysis skills
- Strong knowledge of Hyper-V and VMware infrastructure/troubleshooting
- Tier 2 technical experience/sufficient level of expertise. Similar requirements to Tier 2 Engineer position
- High responsibility, time management, and proactive thinking
- Good communication skills
- Fluent English speaking
- Strong coaching/mentoring ability and tendency.
- Good knowledge of business, case handling, and escalation processes, and of interaction between support/QA/RnD departments.

LI-IU1

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.

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