Technical Support Manager – VBR

About the role

Veeam is seeking a Manager for its Technical Support team focused on VBR (Backup & Replication). The role combines technical expertise with people leadership to ensure high‑quality, timely support for customers worldwide and to drive operational excellence as the company moves toward Backup as a Service and AI‑enabled support.

Key responsibilities

• Lead a group of Team Leaders and their support agents, guaranteeing consistent, high‑quality customer service across all channels.
• Define, monitor and improve KPIs such as customer satisfaction, response and resolution times, knowledge creation, and productivity.
• Coach, mentor and develop Team Leaders, building a pipeline of future leaders.
• Partner with the Director of Technical Support on workforce planning, capacity management and headcount decisions.
• Act as escalation point for complex cases and strategic accounts, coordinating with R&D and other internal groups.
• Promote a culture of knowledge sharing, self‑service and continuous improvement, including the rollout of Knowledge‑Centered Service (KCS).
• Support adoption of AI‑assisted tools, automation and self‑service capabilities to enhance diagnostics and case handling.

Required profile

• Proven experience leading technical support or customer‑service teams in an IT environment.
• Strong analytical mindset with a focus on metrics and process optimisation.
• Excellent communication and stakeholder‑management skills.
• Ability to drive change and foster a learning culture.

Required skills

• Experience with Knowledge‑Centered Service (KCS) methodology.
• Familiarity with AI‑assisted support tools and automation platforms.
• Understanding of backup and replication technologies (e.g., VBR).