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 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. #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. Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice . The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice . By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment. Apply Saved Role Save role Share this job Facebook X LinkedIn Jobs for you Find your fit. Discover roles where bold ideas, real impact, and career-defining growth come together. More jobs Senior Platform Engineer Product Engineering Pune Save/Unsave Job Senior Platform Engineer Product Engineering Bengaluru Save/Unsave Job Associate Customer Data Operations Analyst Governance, Risk & Compliance Kuala Lumpur, Remote Save/Unsave Job More Jobs Related content Early Careers Ready to start your career? Learn more about our Early Careers opportunities. 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