Senior Technical Support Engineer

Veeam; Kirkland (WA); Hybrid; USD 161,000 - 220,000; Full time

Job summary

Veeam Software Corporation is seeking a Senior Technical Support Engineer to design and develop complex solutions for technical product support, engaging with engineering, sales, and product management on POC analyses. The role covers cloud, virtualization, backup, and recovery across OpenShift, Kubernetes, and multiple cloud platforms.

You will contribute to documentation, track customer-reported features, and help drive faster resolutions while ensuring high-quality customer experiences.

Qualifications

• Bachelor's degree or foreign equivalent in Computer Systems Engineering, Computer Science, Computer Engineering, or a related field
• 6 years of progressive experience as Systems Architect, Lead Engineer, or related occupation
• 3+ years in design/deployment of Kubernetes, Linux (Docker), cloud technologies, and automation scripting (Bash/Python)
• Experience with OpenShift, PKS, Rancher, Google GKE, AWS EKS, and/or VMware administration
• Configuring public cloud infrastructure (AWS, Azure, Google Cloud)
• Kubernetes administration: cluster management, troubleshooting, and containerized apps deployment
• CRM usage: Salesforce and ServiceNow for case management and workflow automation
• Managing high-priority support cases and driving resolution for escalations
• Using JIRA for issue tracking and coordination across teams
• Managing and upgrading software development life cycles with minimal downtime

Responsibilities

• Design and develop complex solutions to drive technical product support requests
• Enhance product experience by logging and tracking customer issues for faster resolutions
• Document product features, root causes, and internal findings for knowledge base materials
• Collaborate with engineering, sales, and product management during POC analyses
• Work on product networking, cloud, virtualization, backup, and recovery concepts

Skills

Kubernetes

Linux administration (Docker)

Cloud technologies

Scripting (Bash or Python)

JIRA usage

CRM tools (Salesforce/ServiceNow)

Education

Bachelor's degree in Computer Systems/CS/Engineering

Tools

OpenShift

PKS

Rancher

Google GKE

AWS EKS

VMware administration

Job description

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

Employer: Veeam Software Corporation

Position: Senior Technical Support Engineer

Duties: Design and develop complex solutions to drive technical product support requests. Enhance the product customer experience byidentifying, recreating, and trackingcustomersissues for faster andaccurateresolutions. Enhance product adoption byidentifying, logging, and tracking product features and enhancements reported by customers. Develop performance metrics and standards for technical products. Contribute to the technical documentation of based product features, customer issue root cause analysis, and internal findings in Knowledge Base, Best Practices, Blogs, and White Papers. Collaborate across organizations including engineering, sales, and product management teams during Proof of Concept (POC) on analyzing product demos for existing and prospective customers. Work on product networking, cloud, virtualization, backup, and recovery. Work on software solutions such as OpenShift, PKS, Rancher, Google GKE, AWS EKS, and VMware administration to develop guidelines for product software implantation. Configure public cloud infrastructure including AWS, Azure, and Google Cloud and work on networking, cloud, virtualization, backup, and recovery concepts.

Education Required: Bachelor'sdegree or foreign equivalent in Computer Systems Engineering, Computer Science, Computer Engineering, or a related field

Experience Required: 6 years of progressive experience as Systems Architect, Lead Engineer, or related occupation

Special Requirements: Must have at least 3 years of prior work experience in each of the following:

1. Designing and developing guidelines and deploying technical solutions byleveragingexperience with Kubernetes, Linux administration (Docker), cloud technologies, and scripting languages (Bash or Python) for automation.
2. Supporting customer environment and product software implementation using at least two of the following software solutions: OpenShift, PKS, Rancher, Google GKE, AWS EKS, and/or VMware administration.
3. Configuring public cloud infrastructure including AWS, Azure, and Google Cloud.
4. Working on Kubernetes administration including cluster management, troubleshooting, and deploying containerized applications.
5. Utilizing Customer Relationship Management platforms: Salesforce and ServiceNow for case management, workflow automation, and customer interaction tracking to enhance support efficiency.
6. Managing high-priority support cases by communicating with customers with productionissues, anddriving resolution for escalated issues to ensure satisfaction and service continuity.
7. Using JIRA for issue tracking, project management, and coordinating tasks across technical and business teams, ensuringtimelydelivery and resolution of tasks and incidents driving resolution for customer issues.
8. Managing andoptimizingsoftware development life cycles and upgrading patterns to promote smooth transitions between releases with minimal downtime.

Positionpermitstelecommuting: applicant mayresideanywhere in U.S. and reports to Kirkland, WA office.

Salary: $161,138 to $219,500 per year

Worksite: 3000 Carillon Point, Suite 600, Kirkland, WA 98033

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.

Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.