SWATEngineer,VBR

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. About the Role The SWAT Engineer team handles Veeam's most critical customer situations. Unlike standard support, this team is engaged when customers are experiencing major incidents such as missing data, production outages, or ransomware events. What You’ll Do Provide in depth/expert technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing Analyze, diagnose, and provide solutions and/or workarounds to Virtualization software, operating systems, networks, and applications in relation to Veeam software product problems/questions Maintain strong customer rapport and excellent, timely communication Communicate eKectively with Sales Representatives Operate in an environment with frequent changes, as well as stressful situations Actively participate in knowledge sharing and mentoring Maintain high standards of customer support by meeting goals set by direct manager Performs other duties as assigned What You’ll Bring Two or more years of technical support experience is preferred Exceptional communications skills (verbal and written) Strict adherence to the case handling rules and Veeam customer care style Proficient knowledge of virtualization industry and the ability to relay information to potential customers Advanced familiarity and understanding of VMware vSphere, Microsoft Hype