Engineer, Technical Support, Japan

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 identified 

Customer & Stakeholder Communication 

• Communicate clearly and professionally with customers throughout the case lifecycle
• Explain technical findings, next steps, and workarounds in language that is easy for customers to understand
• Collaborate with senior support engineers, escalation teams, and product specialists when deeper investigation is required 

What You’ll Bring

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, with the interest to develop deeper expertise in Veeam solutions
• 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 

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

Please note: If an applicant is permanently located outside of Romania, Veeam reserves the right to decline the application for this position.

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