Veeam Software

Builds backup and recovery software for businesses

Engineer – Technical Support

Customer SupportConfirmed live in the last 24 hours

Full-timeTokyo, JapanNo salary listedIn-person

About the Job

Requirements

Fluency in Japanese, including reading, writing, and speaking, is required.
More than 2 years of experience in IT support, service desk, or system administration is required.
Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V is required.
A foundational understanding of Windows operating systems, networking (TCP/IP), and general IT infrastructure concepts is required.
A basic understanding of Linux/Unix environments and command-line troubleshooting is required.
The ability to learn, understand, and explain technical information is required.
A customer-service mindset and the ability to own client issues through resolution or escalation are required.
Good time-management and organizational skills, and comfort following documented processes and service-level agreements (SLAs), are required.
The ability to work in a fast-paced environment is required.

Responsibilities

Serve as the first point of contact for Veeam Software's business-to-business clients via telephone, email, and web conferencing, delivering first-line technical support.
Triage, categorize, and prioritize incoming cases, and resolve routine issues using documented procedures and the Veeam knowledge base.
Perform initial troubleshooting, log collection, and basic log analysis; escalate complex cases to senior engineers with clear and complete case notes.
Own assigned cases from intake through resolution or escalation, keeping customers updated and progressing cases in a timely manner.
Document all customer interactions accurately and within service-level agreements in the customer relationship management tool.
Contribute to Veeam's knowledge base by drafting and improving articles with guidance from senior engineers.
Work closely with senior Technical Support Engineers and team leads, actively seeking coaching and feedback.

Desired Qualifications

Experience or familiarity with Veeam Data Platform or other enterprise backup and data protection solutions is desirable.
Knowledge of Microsoft environments, including Windows Server, Microsoft 365, Azure, and Microsoft Exchange, is desirable.
Understanding of database technologies such as Microsoft SQL Server and Oracle, particularly in the context of backup and recovery, is desirable.
A practical understanding of networking fundamentals, including TCP/IP, DNS, ports, and firewall configuration, and their impact on backup and recovery operations, is desirable.
Awareness of REST API concepts and experience working with APIs is desirable.

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

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.

What You’ll Bring

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

Bonus Skills

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.

What You’ll Get

Paid annual leave plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
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

#LI-Hybrid #LI-EL1

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.

Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.

About the Company

Veeam Software

Builds backup and recovery software for businesses

Veeam Software makes backup and recovery software that gets businesses' data back after ransomware attacks, outages, or mistakes, whether it sits on their own servers, in public clouds, or in apps like Microsoft 365. It made its name in 2008 with Backup & Replication, built to back up VMware virtual machines, and in 2010 added a way to restart a failed server straight from its backup file. Its software keeps locked copies on-site or in Veeam's own cloud, scans them for malware before a restore, and tracks where sensitive data lives and which people and AI agents reach it. Companies buy subscriptions directly or through resellers and service providers. Veeam was founded in 2006 and is based in Kirkland, Washington, United States.

Company size: 5,001-10,000
Company stage: Private
Total funding: $500M
Headquarters: Kirkland, WA
Founded: 2006

Recently Posted Jobs

Explore more opportunities at Veeam Software

See more jobs