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.
As a Tier 1 Support Engineer, you will provide technical support and troubleshooting for Veeam customers, specifically supporting Veeam Backup for Microsoft 365. You will apply your technical knowledge of Veeam products and Microsoft 365 environments to diagnose and resolve customer issues while maintaining clear communication and high customer satisfaction.
What You’ll Do- Provide in-depth technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing.
- Analyze, diagnose, and provide solutions and/or workarounds for Microsoft 365 environments, operating systems, networks, and applications in relation to Veeam software product problems and questions.
- Maintain strong customer rapport and excellent, timely communication.
- Take ownership of customer issues and work with customers through resolution.
- Operate effectively in an environment with frequent changes and potentially stressful situations.
- Perform other duties as assigned.
- Fluent English communication skills, including reading, writing, and speaking.
- Previous troubleshooting and/or systems administration experience.
- Familiarity with Microsoft 365 and Azure.
- Familiarity with Microsoft Exchange Server administration.
- Experience with Windows Server 2016 or later.
- Familiarity with JET databases and PostgreSQL databases.
- Practical understanding of TCP/IP, including operating system and firewall configuration.
- Familiarity with PowerShell.
- Familiarity with REST API concepts.
- Ability to quickly learn, understand, and clearly explain technical information.
- Ability and desire to take ownership of customer issues through resolution.
- Excellent time management skills.
- 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.
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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.
Skills Required
- Fluent English communication skills in reading, writing, and speaking
- Previous troubleshooting or systems administration experience
- Familiarity with Microsoft 365 and Azure
- Familiarity with Microsoft Exchange Server administration
- Experience with Windows Server 2016 or later
- Familiarity with JET databases and PostgreSQL databases
- Practical understanding of TCP/IP, operating system configuration, and firewall configuration
- Familiarity with PowerShell
- Familiarity with REST API concepts
- Ability to quickly learn, understand, and clearly explain technical information
- Ability and desire to own customer issues through resolution
- Excellent time management skills
Veeam Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Veeam and has not been reviewed or approved by Veeam.
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Healthcare Strength — Healthcare coverage is comprehensive with options that include employee-only no-cost tiers, plus mental-health support through an assistance program. Feedback suggests these offerings compare well in tech.
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Leave & Time Off Breadth — Time off includes unlimited PTO in the U.S., paid company holidays, quarterly company-wide recharge days, and paid volunteer time. Feedback suggests team norms influence how fully this flexibility is utilized.
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Strong & Reliable Incentives — Sales and pre-sales roles feature meaningful on-target earnings with competitive base and variable structures. Feedback suggests these plans provide strong upside for high performers.
Veeam Insights
What We Do
Veeam provides a single platform for modernizing backup, accelerating hybrid cloud and securing data. Veeam has 400,000+ customers worldwide, including 82% of the Fortune 500 and 69% of the Global 2,000. Veeam’s 100% channel ecosystem includes global partners, as well as HPE, NetApp, Cisco and Lenovo as exclusive resellers, and boasts more than 35K transacting partners worldwide.
