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.
Technical Customer Support is our customers’ “hotline.” This is a department that has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers.
Veeam Backup and Replication (VBR) is a reliable solution that lets us verify the recoverability of backups, recover instantly, and test upgrades in an isolated environment before putting them in production. The VBR technical support engineer is a trusted role that provides technical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.
We are now looking for a Virtualization Backup Engineer who will support the Veeam Backup and Replication solution.
What You’ll Do- Performing troubleshooting and analysis, including log file investigation
- Acting as a technical focal point in relationships to fellow IT Professionals
- Taking ownership of the customer problem or issue from the beginning of a support case through resolution, troubleshooting on our end (in Veeam) as well as in 3rd party components from Microsoft and Vmware, checking if the issue is known or unknown if it’s a defect if it’s caused by misconfiguration, correcting it as break/fix scenario and educating the customer by explaining for the process and interaction works
- Documenting of all customer interactions accurately and within SLA in our CRM tool
- Fluent English (reading/writing/speaking)
- Fluent in Mandarin
- Advanced user or administrative level with the following areas: Windows Server 2016 / 2019 / 2022 / 2025, Windows 10 / 11
- Practical knowledge of TCP/IP (OS, firewall configuration) and networking configuration/troubleshooting (NAT, ports, DHCP, DNS)
- As a plus, UNIX and/or Linux knowledge, VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DataBase engines (SQL/Oracle)
- Ability to quickly learn, understand and explain technical information
- Ability and desire to take ownership of client issues through resolution
- Excellent time management skills
- Ability to work in a fast-paced environment
- 20 annual vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical insurance and income protection during illness or injury
- Annual wellbeing allowance and flu vaccination vouchers
- Discounted HCF corporate health insurance
- Free, confidential counselling and coaching via EAP
- Superannuation contributions via salary sacrifice
- Car allowance for eligible field sales roles
- Salary sacrifice options for portable electronic devices (phones, laptops, tablets)
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning
Please note: If the applicant is permanently located outside Australia, Veeam reserves the right to decline the application.
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