Director, Technical Support, VBR, Americas

San José, Provincia de San José

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Function Tech Team Support Role Type Permanent Work Location Office Based Date Posted 04/29/2026

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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

We are looking for a strategic and people-focused Director, Technical Support (VBR) to lead a key segment of Veeam’s global Technical Support organization. In this role, you will drive operational excellence, customer satisfaction, and team performance across a multi-level support structure, including Managers, Team Leaders, and Technical Support Engineers.

You will play a critical role in scaling support operations, improving efficiency, and shaping the future of support through initiatives such as Knowledge-Centered Service (KCS) and AI-driven support models. This position requires a strong balance of technical understanding, leadership capability, and strategic thinking, with direct impact on customer experience and business outcomes.

What You’ll Do

Leadership & Strategy

Lead and develop a multi-layered Technical Support organization through Managers and Team Leaders
Define and execute support strategies aligned with global objectives and company goals
Drive adoption and maturity of Knowledge-Centered Service (KCS) practices
Lead the integration of AI-powered tools and automation across support workflows
Collaborate cross-functionally to ensure alignment and consistency across regions

Operational Excellence

Ensure high-quality, timely customer support delivery across all channels
Define and track KPIs related to customer satisfaction, SLAs, productivity, and efficiency
Oversee workforce planning, capacity management, and resource allocation
Drive continuous improvement initiatives across tools, processes, and workflows
Lead cross-functional projects and operational initiatives as project owner

People Management & Development

Build, coach, and inspire a high-performing, customer-centric organization
Foster a culture of accountability, collaboration, and continuous improvement
Mentor Managers and Team Leaders, developing future leadership bench strength
Partner with HR to attract, retain, and develop top technical talent
Support career development and technical enablement programs

Customer Engagement & Escalation Management

Act as senior escalation point for complex customer issues and strategic accounts
Build strong relationships with customers, partners, and internal stakeholders
Ensure effective collaboration between Support, R&D, Product, and Customer teams
Represent the support organization in internal and external forums

Transformation & Innovation

Lead KCS implementation and drive knowledge-sharing culture
Support AI-driven initiatives to improve efficiency and customer experience
Establish feedback loops with Product and Engineering to improve product quality

Technologies You’ll Work With

CRM and case management platforms (e.g., ServiceNow)
Knowledge management systems and KCS frameworks
AI-powered support tools (routing, summarization, virtual assistants)
Cloud, virtualization, storage, and data protection technologies
Operational and performance analytics tools

What You’ll Bring

10+ years of experience in Technical Support, Customer Success, or similar roles within a software or IT organization
5+ years of experience leading large, complex, multi-level teams
Strong understanding of Technical Support operations, including SLAs, escalation management, and ticket workflows
Experience with continuous improvement methodologies (Lean, ITIL, Six Sigma)
Proven track record improving customer satisfaction, operational efficiency, and team engagement
Experience implementing and scaling Knowledge-Centered Service (KCS)
Exposure to AI and automation initiatives in customer support environments
Strong understanding of cloud, virtualization, storage, and data protection technologies
Excellent communication, leadership, and stakeholder management skills
Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience)

Bonus Skills

Experience with Veeam products and services, or similar product environments
Experience supporting virtualization or SaaS-based products
Experience with budgeting, forecasting, and large-scale resource planning
Experience driving global transformation initiatives in support organizations

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.

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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.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.

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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.

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