Senior Technical Support Engineer, Sec-AI

Job description

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 Technical Customer Support is our customers’ “hotline.” This department 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. We are now looking for a **Senior** **Technical Support Engineer, Sec-AI** #### What You’ll Do - Leads the end-to-end post-sales technical support function for complex, multi-stakeholder customer environments, independently diagnosing and resolving intricate issues while exercising sound judgment to prioritize impact and deliver scalable, effective solutions - Drives SLA performance excellence by proactively identifying systemic gaps, influencing team practices and workflows, and championing a customer-first mindset that consistently exceeds response and resolution targets - Champions rigorous documentation standards across the team, ensuring all issues, troubleshooting steps, and root cause analyses are thoroughly captured, while mentoring junior engineers in structured problem-solving and logging practices - Leads knowledge management initiatives by authoring and curating high-quality KB articles from RCAs, driving a culture of reusable resolutions and continuous improvement across the support organization - Exercises independent judgment to determine appropriate escalation paths to engineering, influencing cross-functional teams and maintaining customer confidence throughout the full resolution lifecycle - Drives operational excellence by defining, tracking, and improving key metrics such as MTTR, NPS, and CSAT, influencing team behaviors and process changes to deliver measurable, high-quality customer outcomes - Leads with deep technical expertise across Data Privacy and Security (DLP, Encryption, Access, Classification), SQL/NoSQL databases, Linux and Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization—influencing technical decisions and mentoring peers on best practices and emerging approaches.Proven track record leading technical support for Data Privacy, Security, and Cloud environments, with the ability to independently navigate complexity and deliver outcomes with consultation on higher-impact decisions - Proactively builds strategic partnerships with Engineering and Product Management, influencing the product roadmap by translating support insights—including bugs, usability gaps, and enhancement requests—into actionable feedback that drives meaningful product improvement #### What You’ll Bring - Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field - Hands-on experience with key technologies, such as Data Privacy and Security (DLP, Encryption, Access, Classification etc), SQL/NoSQL databases, Linux and Bash scripting, Networking and OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization - Demonstrated depth in all aspects of technical support lifecycle, such as ticket logging, triage, escalation, customer response, RCA, and KBs - Proficiency in one or more Technical Support systems, such as Zendesk - Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners - Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus - No travel is expected. However, this role requires participation in a 24x7 technical support coverage shift that could occasionally be at odds with the resident timezone of the engineer #### What You’ll Get - Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services - Wellbeing & Mental Health Support – Access to an Employee Assistance Program (EAP) that includes confidential therapy sessions, plus legal and financial counseling services - Financial Protection Benefits – Company-provided life and disability insurance to help support employees and their families - Paid Time Off & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care - Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits that support employees through important life moments - Give Back to Your Community – Employees receive paid volunteer time each year through the Veeam Cares program **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. #LI-FT1 #LI-HYBRID** **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](https://www.veeam.com/legal/recruiting-privacy-notice.html), 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.