Technical Support Engineer, Sec-AI, Portuguese Speaking

The role

This person will lead end-to-end post-sales technical support for complex customer environments. They will diagnose intricate issues, drive SLA performance, and author knowledge base articles.

What you will do

• Leads end-to-end post-sales technical support for complex, multi-stakeholder customer environments
• Diagnoses and resolves intricate issues
• Drives SLA performance excellence
• Champions documentation standards and mentors junior engineers
• Authors and curates high-quality KB articles
• Determines appropriate escalation paths to engineering
• Tracks and improves key metrics such as MTTR, NPS, and CSAT
• Provides technical expertise in Data Privacy, Security, databases, Linux, Networking, Cloud, and Virtualization
• Builds strategic partnerships with Engineering and Product Management to influence product roadmap

Required qualifications

• Fluency in Portuguese (written and spoken)
• English proficiency
• Minimum of a Bachelor’s Degree in a technical field
• 7+ years of work experience as a technical support engineer in a related technical field
• Hands-on experience with Data Privacy and Security (DLP, Encryption, Access, Classification etc)
• Hands-on experience with SQL/NoSQL databases
• Hands-on experience with Linux and Bash scripting
• Hands-on experience with Networking and OSI model
• Hands-on experience with Filesystems
• Hands-on experience with Cloud Platforms
• Hands-on experience with Docker/Kubernetes containers
• Hands-on experience with Virtualization

Nice to have

• Understanding of Data Security and Privacy, including corresponding regulations

Benefits

• Fully employer-paid medical, dental, and vision insurance
• Virtual care services
• Employee Assistance Program (EAP) including confidential therapy sessions
• Legal and financial counseling services
• Company-provided life and disability insurance
• Vacation time
• Statutory holidays
• VeeaMe Days dedicated to rest, wellbeing, and self-care
• Maternity, paternity, and adoption leave benefits
• Paid volunteer time through the Veeam Cares program

Before you apply

• Position is based in San Jose, Costa Rica
• If permanently located outside of Costa Rica, Veeam reserves the right to decline the application
• All applications must be submitted in English

About the company

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient. Headquartered in Seattle, Veeam protects over 550,000 customers worldwide.