Senior Tech Support Engineer — Security & AI (Hybrid)

veeamsoftware; United States; Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Employee Assistance Program

Life and disability insurance

Vacation and holidays

Family leave programs

Volunteer time program

Hybrid work in Costa Rica

Job summary

veeamsoftware is seeking a senior technical support engineer to own end-to-end post-sales support for customers running security and AI-focused data platforms. You will troubleshoot complex environments, lead documentation efforts, and act as the senior technical voice between customers, engineering, and product teams.

The role requires deep hands-on problem solving, strong cross-functional collaboration, and a willingness to participate in 24x7 shift coverage.

Qualifications

• Bachelor's degree in a technical discipline and 7+ years of relevant support experience.
• Hands-on expertise with data privacy and security tooling (DLP, encryption, access controls, classification).
• Experience with SQL and NoSQL databases, Linux and Bash scripting, networking, and virtualization.
• End-to-end support lifecycle knowledge; ticketing, triage, escalation, and RCA.
• Proficiency with Zendesk and cross-functional collaboration.

Responsibilities

• Diagnose and resolve intricate post-sales issues in customer environments, prioritizing impact.
• Drive SLA performance by spotting gaps and shaping team workflows.
• Set and uphold documentation standards and mentor junior engineers.
• Author knowledge-base content from root cause analyses for reusable fixes.
• Track metrics like MTTR, NPS, and CSAT and translate insights to engineering.

Skills

7+ years experience

Hands-on troubleshooting

Documentation leadership

Cross-functional collaboration

24x7 shift readiness

Education

Bachelor's degree in technical discipline

Tools

Zendesk

Docker

Kubernetes

Linux

Bash scripting

SQL/NoSQL

Cloud platforms

Job description

veeamsoftware is seeking a senior technical support engineer to own end-to-end post-sales support for customers running security and AI-focused data platforms. You will troubleshoot complex environments, lead documentation efforts, and act as the senior technical voice between customers, engineering, and product teams.

The role requires deep hands-on problem solving, strong cross-functional collaboration, and a willingness to participate in 24x7 shift coverage.