Engineer, Technical Support, Japan

About Veeam

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.

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.

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; troubleshoot both in Veeam and in third-party components from Microsoft and VMware; correct issues as break/fix scenarios and educate the customer; reproduce customer issues in lab environments when needed.
• 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 is required.
• Knowledge Sharing & Continuous Improvement : Contribute to KCS articles, internal notes, and troubleshooting guidance; share useful findings with teammates; provide clear technical feedback when recurring product, documentation, or process issues are identified.
• Customer & Stakeholder Communication : Communicate clearly and professionally with customers throughout the case lifecycle; explain technical findings, next steps, and workarounds; collaborate with senior support engineers, escalation teams, and product specialists.

What You’ll Get

• 21 annual vacation days, additional days based on tenure, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.
• Private health, dental, and vision insurance for employees and dependents, including outpatient care, hospitalization, pregnancy monitoring, and psychology support.
• Monthly lifestyle and daily meal benefits: 40 RON/day via Edenred and 600 RON/month through a flexible cafeteria platform.
• Life insurance (2× annual gross salary), critical illness, and disability coverage, plus vision reimbursement.
• Free access to Bookster library platform for borrowing your favorite books for free.
• Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning.

Language

• Business-level Japanese (JLPT N2 or equivalent) — required
• Fluent English, written and spoken — required
• Ability to communicate technical concepts clearly with Japanese customers and internal stakeholders

Technical

• 3+ years of experience in technical support, systems administration, infrastructure support, or a similar customer-facing technical role
• Working knowledge of backup and recovery concepts
• Advanced user or administrative level with Windows Server 2016 / 2019 / 2022 / 2025 and Windows 10 / 11
• Practical knowledge of TCP/IP (OS and firewall configuration) and networking configuration and troubleshooting (NAT, ports, DHCP, DNS)
• Hands-on experience or practical familiarity with VMware vSphere / ESXi and/or Microsoft Hyper-V
• Basic Linux administration, storage concepts, and performance troubleshooting
• Log review, issue reproduction, and structured troubleshooting methodologies
• Ability to follow technical documentation, validate assumptions, and escalate with clear evidence when needed

Professional Skills & Mindset

• Customer-focused mindset, staying calm and structured when working on complex technical issues
• Strong written and verbal communication skills, including the ability to explain technical topics simply
• Ability to quickly learn, understand, and explain technical information
• Ability to manage multiple support cases, prioritize work, and follow through on commitments
• Excellent time management and the ability to work in a fast-paced environment
• Curiosity, ownership, and willingness to learn from senior engineers and product specialists

Bonus Skills

• Experience supporting backup, virtualization, storage, or infrastructure platforms
• UNIX and/or Linux knowledge, Microsoft Exchange administration, or database engines (SQL / Oracle)
• Veeam VMCE, VMware, Microsoft, Linux, networking, or cloud-related certifications
• Experience working in a global or distributed support organization
• Familiarity with enterprise customer environments and escalation processes