SWAT Engineer – Critical Customer Support

About the role

The SWAT Engineer team handles Veeam's most critical customer incidents, such as data loss, production outages, or ransomware events. You will provide expert technical support to ensure rapid resolution and maintain customer confidence.

Key responsibilities

• Deliver in‑depth technical support via phone, email, and web conferencing.
• Analyze, diagnose, and propose solutions or work‑arounds for virtualization, OS, network, and application issues related to Veeam products.
• Maintain strong customer rapport and timely communication.
• Collaborate effectively with Sales Representatives and internal teams.
• Adapt to frequent changes and high‑stress situations.
• Participate in knowledge sharing, mentoring, and meet performance goals set by the manager.
• Perform other duties as assigned.

Required profile

• Two or more years of technical support experience (preferred).
• Exceptional verbal and written communication skills.
• Strict adherence to case handling procedures and Veeam’s customer care style.
• Proficient knowledge of the virtualization industry and ability to convey information to customers.

Required skills

• Advanced familiarity with VMware vSphere and Microsoft Hyper‑V.
• Strong knowledge of Windows Server OS, PowerShell, and cmd.
• Familiarity with Linux (bash) and practical understanding of TCP/IP.
• Experience with databases such as SQL, PostgreSQL, and Oracle.

What we offer

• Two weeks paid vacation, 12 statutory holidays, plus 4 global VeeaMe Days and 24 paid volunteer hours annually.
• Generous parental leave, fully funded medical/dental/vision coverage, mental‑health support, and retirement contributions.
• Life insurance (24× salary), daily cafeteria subsidy, and fertility, adoption, and surrogacy assistance.
• Continuous learning through on‑demand libraries, mentoring, workshops, and global events.