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# Engineer, Technical Support, Japan

- **Company:** Veeam Software Corporation
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Artificial Intelligence, Microsoft Azure, Command-Line Interface, Cloud Computing, Databases, Data Infrastructure, Domain Name System (DNS), VMware ESX Servers, Microsoft Exchange Server, Hyper-V, Log Analysis, Microsoft SQL Server, Windows Servers, Networking Basics, Oracle (Applications), TCP/IP, Virtualization Technology, VMware VSphere, Information Technology, Api Design, Firewall Services Module, Restful APIs, Veeam
- **Published:** October 23, 2026
- **Apply:** https://www.ultimatejobs.com/jobs/779749408/apply

## About the Role

* Fluent in Japanese (reading/writing/speaking).
 * More than 2 years of experience in IT support, service desk, or system administration
 * Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.
 * Foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts.
 * Basic understanding of Linux/Unix environments and command-line troubleshooting.
 * Ability to quickly learn, understand, and explain technical information.
 * Strong customer-service mindset, with the desire to take ownership of client issues through resolution or escalation.
 * Good time management and organizational skills, and comfort following documented processes and SLAs.
 * Ability to work in a fast-paced environment, * Experience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions.
 * Knowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, and Microsoft Exchange.
 * Understanding of database technologies such as Microsoft SQL Server and Oracle, particularly in the context of backup and recovery.
 * Practical understanding of networking fundamentals, including TCP/IP, DNS, ports, and firewall configuration, and their impact on backup and recovery operations.
 * Awareness of REST API concepts and experience working with APIs is a plus.

## Description

As a Technical Support Engineer, you will be the first point of contact for customers using Veeam's data protection and backup solutions, including Veeam Data Platform (VDP) and Veeam Backup & Replication (VBR). You will handle incoming support cases, perform initial troubleshooting and log collection, resolve routine issues using documented procedures, and escalate more complex problems to senior engineers.

This is a growth-focused role where you will be supported by a structured onboarding and certification path, as well as experienced engineers, while building your expertise in backup and recovery, virtualization, cloud, and data protection technologies.

What You'll Do

 * Serving as the first point of contact for Veeam Software's clients (B2B) via telephone, email, and web conferencing, delivering first-line technical support.
 * Triaging, categorizing, and prioritizing incoming cases, and resolving routine issues using documented procedures and the Veeam knowledge base.
 * Performing initial troubleshooting, log collection, and basic log analysis, escalating complex cases to senior engineers with clear and complete case notes.
 * Owning assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
 * Documenting all customer interactions accurately and within SLA in our CRM tool.
 * Contributing to Veeam's knowledge base by drafting and improving articles with guidance from senior engineers.
 * Working closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.