Jobs available in Technical Customer Support Date of publication: 12 June 2025North Sydney / AustraliaVeeam, the global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it.Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence.
Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running.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 providestechnical assistance to fellow IT Professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues.We are now looking fora Virtualization Backup Engineerwho will support the Veeam Backup and Replication solution.
Your tasks will include: Performing troubleshooting and analysis, including log file investigationActing as a technical focal point in relationships to fellow IT ProfessionalsTaking 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 worksDocumenting of all customer interactions accurately and within SLA in our CRM tool What we expect from you: Fluent in MandarinAdvanced user or administrative level with the following areas:Windows OS 2008(r2)/2012(r2)/2016Practical 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, Data Base engines (SQL/Oracle)Ability to quickly learn, understand and explain technical informationAbility and desire to take ownership of client issues through resolutionAbility to work in a fast-paced environment We offer: Annual flexible spending allowance for health and well-beingIncome ProtectionIncrease in superannuation contributionEmployee Assistance ProgramVeeam Care Days - additional 24 hours for your volunteering activitiesProfessional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O'Reilly) and mentoring through our Mentor Lab programPlease note:If the applicant is permanently located outside Australia, Veeam reserves the right to decline the application.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.Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.