Technical Support Engineer – Sec‑AI (Portuguese Speaking)

About the role

Veeam is seeking a Portuguese‑speaking Technical Support Engineer for its Sec‑AI team. You will provide post‑sales technical assistance for complex, multi‑stakeholder environments, ensuring high customer satisfaction and contributing to product improvement.

Key responsibilities

• Lead end‑to‑end technical support for intricate customer issues, diagnosing and resolving them independently.
• Drive SLA performance, identify systemic gaps, and champion a customer‑first mindset.
• Maintain rigorous documentation, mentor junior engineers, and author knowledge‑base articles.
• Collaborate with Engineering and Product Management to translate support insights into product enhancements.
• Track and improve metrics such as MTTR, NPS, and CSAT.

Required profile

• Fluent in Portuguese (written and spoken) and proficient in English.
• Bachelor’s degree in a technical field with 7+ years of technical support experience.
• Strong communication and leadership skills, with a proven collaborative track record.
• Ability to work 24x7 shift coverage, occasional misalignment with local timezone.

Required skills

• Data Privacy and Security technologies (DLP, Encryption, Access, Classification).
• SQL/NoSQL databases, Linux, Bash scripting.
• Networking concepts, OSI model, Filesystems.
• Cloud platforms, Docker, Kubernetes, Virtualization.
• Experience with technical support systems such as Zendesk.

What we offer

• Fully employer‑paid medical, dental, and vision insurance for employees and eligible dependents.
• Employee Assistance Program with confidential therapy, legal and financial counseling.
• Company‑provided life and disability insurance.
• Paid vacation, statutory holidays, and additional VeeaMe Days for wellbeing.
• Competitive family‑friendly leave programs and paid volunteer time.