Engineer, Technical Support, Japan

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
• 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.
• Hands-on experience with virtualization technologies such as VMware vSphere/ESXi and Microsoft Hyper-V.
• 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