Senior Technical Support Engineer, Sec-AI

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

Role overview

A senior-level technical support engineer is needed to own end-to-end post-sales support for customers running security and AI-focused data platforms. The role combines deep hands-on troubleshooting of complex, multi-stakeholder environments with leadership over documentation, knowledge sharing, and operational metrics, acting as the senior technical voice between customers, engineering, and product teams.

Responsibilities

• Diagnose and resolve intricate post-sales issues in customer environments, prioritizing impact and applying independent judgment on escalation paths and engineering engagement.
• Drive SLA performance by spotting systemic gaps, shaping team workflows, and modeling a customer-first approach that improves response and resolution outcomes.
• Set and uphold documentation standards, capturing troubleshooting steps and root cause analyses while mentoring junior engineers on structured problem-solving and ticket hygiene.
• Author and curate knowledge-base content derived from root cause analyses to build a library of reusable fixes and continuous improvement across the support organization.
• Track and lift operational metrics such as MTTR, NPS, and CSAT, and translate support insights into actionable feedback for engineering and product management.

Requirements

• Bachelor's degree in a technical discipline plus 7+ years of experience as a technical support engineer in a related field.
• Hands-on expertise with data privacy and security tooling (DLP, encryption, access controls, classification), SQL and NoSQL databases, Linux and Bash scripting, networking and OSI concepts, filesystems, cloud platforms, Docker/Kubernetes, and virtualization.
• End-to-end command of the support lifecycle, including ticket logging, triage, escalation, customer communication, root cause analysis, and knowledge-base contributions.
• Proficiency with one or more support platforms such as Zendesk, plus strong written and verbal communication and a track record of cross-functional collaboration.
• Willingness to participate in 24x7 shift coverage, occasionally outside the engineer's home time zone.

Nice to have

• Familiarity with data security and privacy regulations and how they shape customer requirements.

Benefits and work setup

• Comprehensive employer-paid medical, dental, and vision coverage for employees and eligible dependents, including virtual care.
• Employee Assistance Program offering confidential therapy, plus legal and financial counseling.
• Company-provided life and disability insurance.
• Vacation, statutory holidays, and additional paid recharge days dedicated to rest and wellbeing.
• Maternity, paternity, adoption, and other family-friendly leave programs.
• Paid volunteer time each year through a community give-back program.
• Hybrid working arrangement based in San Jose, Costa Rica; candidates must be permanently located in Costa Rica. No travel expected.