Japan B2B Tech Support Engineer: Backup & Cloud

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

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