Engineer, Technical Support, Japan

veeamsoftware; United States; Remote; USD 38,000 - 56,000; Full time

Benefits offered by this job

Paid time off

Global self-care days

Volunteer hours

Job summary

Veeam Software is seeking a Technical Support Engineer based in Japan to be the frontline contact for B2B customers using its backup and data-protection platform. The role combines structured onboarding and certification with hands-on case work in backup, recovery, virtualization, and cloud technologies.

You will handle first-line support via phone, email, and web conferencing; triage and resolve routine issues; escalate complex cases to senior engineers; document interactions in the CRM; and

Qualifications

• 2+ years of experience in IT support, service desk, or system administration.
• Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
• Ability to quickly learn, understand, and explain technical information.
• Strong customer-service mindset and ownership of client issues through resolution or escalation.

Responsibilities

• Serve as the first point of contact for B2B clients via telephone, email, and web conferencing, delivering first-line technical support.
• Triage, categorize, and prioritize incoming cases, resolving routine issues using documented procedures and the internal knowledge base.
• Perform initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear, complete notes.
• Own assigned cases from intake through resolution or escalation, keeping customers informed and progressing work within SLAs.
• Document all customer interactions accurately and on time in the CRM tool.
• Contribute to the knowledge base by drafting and improving articles with guidance from senior engineers.
• Collaborate closely with senior engineers and team leads, actively seeking coaching and feedback.

Skills

Fluent Japanese

IT support experience

Windows basics

TCP/IP networking

Troubleshooting mindset

Customer service ownership

Job description

Role overview

A data-protection vendor is recruiting a Technical Support Engineer based in Japan to serve as the first point of contact for B2B customers using its backup and data-protection platform. The position is growth-oriented, pairing structured onboarding and certification with hands-on case work in backup, recovery, virtualization, and cloud technologies.

Responsibilities

• Serve as the first point of contact for B2B clients via telephone, email, and web conferencing, delivering first-line technical support.
• Triage, categorize, and prioritize incoming cases, resolving routine issues using documented procedures and the internal knowledge base.
• Perform initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear, complete notes.
• Own assigned cases from intake through resolution or escalation, keeping customers informed and progressing work within SLAs.
• Document all customer interactions accurately and on time in the CRM tool.
• Contribute to the knowledge base by drafting and improving articles with guidance from senior engineers.
• Collaborate closely with senior engineers and team leads, actively seeking coaching and feedback.

Requirements

• Fluent Japanese (reading, writing, and speaking).
• More than 2 years of experience in IT support, service desk, or system administration.
• Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
• Ability to quickly learn, understand, and explain technical information.
• Strong customer-service mindset and ownership of client issues through resolution or escalation.
• Good time management, organizational skills, and comfort following documented processes and SLAs.
• Ability to work effectively in a fast-paced environment.

Nice to have

• Familiarity with one or more of the following: Microsoft Office 365, Azure, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, SQL/Oracle databases, Windows Server administration, or TCP/IP and firewall configuration.
• Awareness of REST API concepts.

Benefits and work setup

• Paid annual leave plus four global self-care days and 24 paid volunteer hours per year.
• Flexible spending allowance covering medical, dental, vision, wellness, fitness, and tech expenses.
• Access to on-demand learning libraries, mentoring, workshops, and an annual Global Day of Learning.