We assist IT-professional from all over the world! We’re focused on 100% Veeam customer satisfaction. The Technical Customer Support at Veeam is divided into four offices - Bucharest (Romania), Columbus (USA), Prague (The Czech Republic), St. Petersburg (Russia) and Sydney (Australia). Thus we work with customers around the globe 24/7.
Vice President, Customer Technical Support
Our work implies that customers need our help mainly when something really bad happens: their business goes down, the main server crashes and they are not able to continue operations. Veeam solutions are designed to solve serious problems, and we have to be ready to handle such situations.
The first thing that really impressed me when I just started working for Veeam was how friendly the team is. The welcoming atmosphere of the company encourages employees to grow and reach their full potential. I have not seen such an attitude in other organizations.
I joined the Veeam team as a Tier-2 support engineer three and a half years ago. At that time, the company just started actively evolving and extending the customer database, and the number of calls to customer support doubled in only three months. For us, it was a good incentive to develop our skills and become high-level professionals.
The Veeam Technical Customer Support Department consists of four offices: St. Petersburg (Russia), Columbus (USA), Dublin (Ireland) and Sydney (Australia). All the offices work with customers 24/7. At this moment, our department is looking for new employees because we have to keep pace with the constantly growing customer database. When I joined the team, there were only five support engineers; today there are 35 of us.
Customers often do not have enough technical skills to explain their view. That is why I think that the number one quality in a good customer support engineer is attentiveness — the ability to really listen to people and understand terms that they use to describe their problems.
The second quality that is worth mentioning is patience. You are sure to come across customers who will be difficult to deal with, and you will not only have to provide competent solutions for their problems, but you also have to have enough self-control to handle any situation.
We often hire people who have no idea what virtualization is because it is still a relatively young sphere here in Russia. But we are always ready to help our colleagues to learn something new. So, don’t be afraid of dealing with the unknown, and you will be able to achieve anything you want.
Customer Support Team Leader, Australia
Veeam provides opportunities. It provides you with the tools to grow, which takes you many steps closer to your goals.
Terry started his career in Veeam as a Junior Support Specialist. He built career in the Support Department and grew up to the Team Leader of the APAC Customer Support Engineers.
I was a graduate looking for a job in IT. I had an interview with Mikhail Zolkin, and even though I had no previous experience, he gave me a chance to prove myself and hired me as a junior
My role has changed, even though I am still in Support. I was promoted from a junior to a Customer Support Engineer, and then to the Team Leader of the APAC Customer Support Engineers. Because I’m grateful for the chance to work at Veeam, I have never said no to anything that has been asked of me. This attitude and behavior is what we want our engineers to have. It’s not only for Veeam’s benefit, but it’s also a professional quality our engineers can use in the future to climb the ladder of success. I am again grateful for being promoted to this position. The challenges are fun for me to face with the mentors I have.
We provide global external support between the window of our U.S and European counterparts.
It’s a very fun place to work, and you need to be fast-paced because you have to keep up with the technology Veeam integrates with. I have a hybrid role of managing a team and supporting them with technical issues. Of course, you should be great attitude and want to be here.
I love my role. It is not difficult to be motivated. And I love everything about my job. I experience and learn new things every day. The people I work with are friendly and sharp.
I would love to continue growing within Veeam. Experience and knowledge have to come first so that I’m ready for a higher role when the opportunity presents itself.