Engineer, Technical Support, Japan

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.” It is the department that has revolutionized the way we think about technical support: one-on-one, hands-on, and accountable from first contact to resolution — leaving customers with a positive impression and giving our developers and testers invaluable feedback from the field. Veeam Backup & Replication (VBR) lets our customers verify the recoverability of their backups, recover instantly, and test upgrades in an isolated environment before moving to production. As a Technical Support Engineer, you are a trusted advisor to fellow IT professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues across backup, virtualization, storage, networking, Windows, and Linux environments. We are now looking for a Technical Support Engineer with Japanese to support our Japanese-speaking customer base from Bucharest. This is a hands-on, customer-facing role suited to an engineer with at least 3 years of technical support experience who enjoys solving hard technical problems, learning complex technologies, and owning issues through to resolution. What You’ll Do Customer Technical Support • Provide technical support to B2B customers via phone, email, remote sessions, and web conferencing • Take ownership of assigned cases from initial investigation through resolution or appropriate escalation • Act as a technical focal point for fellow IT professionals, in both Japanese and English • Research and troubleshoot backup, recovery, virtualization, storage, networking, and operating system issues Troubleshooting & Technical Analysis • Perform structured troubleshooting and log file analysis across common customer environments, including: • Veeam Backup & Replication and related data protection concepts • Virtualization platforms such as VMware vSphere and Microsoft Hyper-V • Windows Server and Linux operating systems • Storage, networking, and performance-related scenarios • Troubleshoot both in Veeam and in third-party components from Microsoft and VMware, determining whether an issue is known or unknown, a defect, or the result of configuration, environment, or usage • Correct issues as break/fix scenarios and educate the customer by explaining how the process and interactions work • Reproduce customer issues in lab environments when needed to support investigation and escalation Case Management & Documentation • Update and manage support cases accurately and within SLA expectations • Document troubleshooting steps, customer communications, findings, and resolution details clearly in our CRM tool • Escalate cases with complete technical evidence when additional assistance from senior support, engineering, or product teams is required Knowledge Sharing & Continuous Improvement • Contribute to KCS articles, internal notes, and troubleshooting guidance based on resolved cases • Share useful findings with teammates to improve consistency and resolution quality • Provide clear technical feedback when recurring product, documentation, or process issues are ident