Manager, Technical Support, VBR

San José, Provincia de San José

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Function Tech Team Support Role Type Permanent Work Location Hybrid Date Posted 09/10/2026

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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

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, while providing invaluable feedback to developers and testers.

We are now looking for a Manager, Technical Support, VBR to lead Technical Support teams and Team Leaders, ensuring high-quality customer support, strong operational performance, and continued development of our people.

This role combines technical acumen, people leadership, and operational excellence and plays an important part in Veeam’s transformation toward Backup as a Service (BaaS), Knowledge-Centered Service (KCS), and AI-empowered support.

What You’ll Do

Lead a part of the Technical Support organization through a team of Team Leaders, ensuring consistent, timely, and high-quality customer support across teams and support channels
Build, coach, and inspire high-performing, customer-centric teams while mentoring and developing Team Leaders and strengthening leadership succession readiness
Define, monitor, and drive key performance indicators related to customer satisfaction, response and resolution times, knowledge creation and reuse, productivity, and operational efficiency
Manage employee performance, providing ongoing coaching and development and proactively addressing areas requiring improvement
Partner with the Director, Technical Support on workforce and headcount management, capacity planning, and resource allocation to meet service-level objectives and support business growth
Serve as a management escalation point for complex customer issues and strategic accounts, ensuring effective communication and collaboration across Technical Support, R&D, and other internal teams
Drive a culture of knowledge sharing, self-service, continuous learning, accountability, and continuous improvement across the organization
Support the rollout and adoption of Knowledge-Centered Service (KCS), embedding knowledge creation and reuse into the case resolution process
Participate in the adoption of AI-assisted tools, automation, and self-service capabilities to improve diagnostics, case handling, operational efficiency, and customer experience
Partner with peers and cross-functional teams to optimize processes, tools, workflows, and documentation quality, leveraging automation and AI insights where applicable
Initiate, own, and drive cross-team initiatives and projects with impact beyond the immediate organization
Partner with HR, Talent Acquisition, and Learning & Development to attract, retain, engage, and develop technical talent and support career progression programs

What You’ll Bring

At least 2 years of experience managing a Technical Support team, including experience leading and developing people in a technical support environment
3–5 years of Client or Technical Support experience with demonstrated problem-resolution skills
Proven experience leading teams that deliver strong customer satisfaction, operational efficiency, and employee engagement results
Strong understanding of Technical Support operations, including case handling, ticketing workflows, SLAs and OLAs, escalation processes, customer engagement models, and support metrics
Experience supporting software products; experience with virtualization and SaaS technologies is strongly desired
Strong understanding of cloud, virtualization, storage, and data-protection technologies
Experience supporting the implementation and adoption of Knowledge-Centered Service (KCS) within Technical Support teams
Familiarity with CRM and case management platforms such as ServiceNow, knowledge management systems, and AI-driven support tools such as intelligent routing, summarization, and virtual assistants
Strong analytical skills with the ability to use support data and customer feedback to identify trends, root causes, and opportunities for improvement
Proven coaching, performance management, and leadership development skills, with the ability to build trust and motivate geographically distributed teams
Experience designing, implementing, or improving support processes and workflows is desired
Experience leading cross-functional projects or initiatives with impact beyond the immediate team is a strong plus
Excellent verbal and written communication, presentation, stakeholder management, and customer-facing skills
Ability to work independently in a fast-paced environment, demonstrate sound judgment, and make departmental decisions in the absence of the Director
Bachelor’s Degree in Computer Information Systems, Computer Science, Business Administration, or equivalent; a combination of education and relevant experience will also be considered

What You’ll Get

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 OF & 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.

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