Technical Support Engineer

We are looking for a skilled Technical Support Engineer with prior experience, to play a pivotal role in assisting clients with technical issues. The ideal candidate will be responsible for resolving customer queries, providing technical guidance, and ensuring seamless communication with colleagues and other departments.

What You’ll Do

• Provide efficient and effective technical support to customers.
• Diagnose and troubleshoot software and hardware issues related to the product.
• Collaborate with cross-functional teams to promptly resolve complex technical problems.
• Guide customers through proper configurations and best practices for an exceptional experience.
• Document and track customer issues, resolutions, and best practices to contribute to the knowledge base.
• Stay updated on industry trends and emerging technologies in data backups and security.
• Support the development of documentation by validating procedures, building lab environments or drafting content.
• Conduct root cause analyses (RCA) for customer issues, collaborating with internal teams and external vendors as needed., * An exciting opportunity with a global, high-growth IT company.
• Paid annual leave in accordance with local regulations.
• Remote work options.
• Modern work equipment is provided.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.

• Proven experience in technical support, preferably in data backup or storage solutions.
• Strong knowledge of Veeam data backup products.
• Veeam ecosystem experience e.g. VMware ESX(i)/vSphere, Microsoft Hyper-V / Failover cluster, public clouds.
• Advanced user or administrative level experience with Ubuntu Linux and Windows Server.
• Strong knowledge of server hardware.
• Excellent problem-solving and analytical skills.
• Effective communication and customer service skills.
• Familiarity with industry-standard certifications (e.g., Veeam) is a plus.
• Experience conducting root cause analysis (RCA), including analyzing OS, infrastructure, and product logs.
• Proficiency in English and French is required.