Technical Support Engineer

Russian FederationSaint-Petersburg

Date Posted: 2020-05-20

Language Required

  • English

Responsibilities

JOB SUMMARY:

Technical support engineer provides support and troubleshooting via telephone, email, and web conferencing.

DUTIES AND RESPONSIBILITIES:

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
  • Fortify client relationships focused on 100% customer satisfaction
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
  • Perform troubleshooting and analysis, including log file investigation

Qualifications

THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING:

  • Fluent English (reading/writing/speaking)
  • Familiarity with at least some of the following areas:
    • VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, UNIX and/or Linux knowledge, Practical understanding of TCP/IP (OS, firewalls configuration).
  • Ability to quickly learn, understand and explain technical information
  • Ability and desire to take ownership of client issues through resolution
  • Excellent time management skills
  • Ability to work in a fast-paced environment

 

We offer

WE OFFER:

  • Modern, energetic multinational working environment
  • Salary ranges depending on skills and expertise; Additional quarterly bonuses to top performers
  • Opportunities for professional growth and promotion; for diligent employees the opportunity to be certified -- VMCE (Veeam Certified Engineer)
  • Comprehensive training and mentoring system that includes in addition to the training for Veeam products a number of lectures on related areas (virtualization, networking, etc.) - paid as work
  • Access to the internal lab resources based on Vmware vSphere & Microsoft Hyper-V right from the start date
  • Flexible working schedule
  • Regular assessment and salary/positions review (at least once a year)
  • Employment according to the Labor Code of the Russian Federation, “white” salary, 28 days paid annual leave + additional time off depending on the work results (up to 12 paid days off per year)
  • An extended medical insurance policy
  • A partial compensation of costs on fitness
  • Free English classes in the office
  • Ability to become part of Veeam football and volleyball teams
  • Corporate events
  • Relocation package for candidates from other regions (one-way ticket compensation, relocation allowance equivalent to one month basic salary)

 

Michael Zolkin
«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.»
Michael Zolkin
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.»

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