Technical Support Engineer (English)

Russian FederationSaint-Petersburg

The Tier 1 technical support engineer provides support and troubleshooting via telephone, email and web conferencing.

Language Required

  • English
  • Russian

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

  • 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

  • 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)

Terry
«Veeam is a product with a lot of potential. It can continue growing with our assistance, not on its own, and it will provide many more opportunities. Because of this, it’s a hobby of mine to help this company grow.»
Terry
Customer Support Team Leader, Australia
«Veeam is a product with a lot of potential. It can continue growing with our assistance, not on its own, and it will provide many more opportunities. Because of this, it’s a hobby of mine to help this company grow.»

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1 job found

Bilingual,Tier 1 Tech Support Engineer Level 1

Technical Customer Support

  • Provide technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing.
  • Proactively stay...

United StatesOhioColumbus

English, Spanish