SWAT Engineer, 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 Hyper-V
• Advanced knowledge of Windows Server OS, PowerShell cli, cmd cli
• Familiarity with Linux OS, bash.• Practical understanding of TCP/IP
• Advanced familiarity with databases (SQL/PostgreSQL/Oracle)

What You’ll Get

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support
• Opportunities to learn and grow through on-demand libraries, mentoring, workshops, and global learning events

Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

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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.