Technical Support Engineer, SecAI - Veeam Software

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 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