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Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
About the Role
In this role, you will own complex technical investigations, lead troubleshooting for escalations to drive customer outcomes and product improvements.
You’ll support customers protecting Microsoft 365 workloads (Exchange Online, SharePoint Online, OneDrive for Business, Teams), across both customer-managed and SaaS-delivered Veeam offerings.
What You’ll Do
- Handle escalated support cases for Veeam Backup for Microsoft 365 and Veeam Data Cloud for Microsoft 365, including high-severity and high-visibility (strategic) customers
- Troubleshoot end-to-end Microsoft 365 data protection scenarios, including backup/restore behavior, authentication/authorization, API limitations, retention expectations, and performance.
Investigate issues deeply using logs, configuration analysis, controlled reproduction in lab environments, and systematic hypothesis testing - Support VB365 architecture-level troubleshooting, including (as applicable) backup server, proxy/repository design, and backend services such as PostgreSQL and messaging/communication components used for distributed processing.
Support VDC for M365 operational troubleshooting and service-side diagnostics within defined support boundaries.
Collaborate with Engineering: provide clear problem statements, evidence, reproduction steps, and impact analysis; participate in defect lifecycle via tickets/trackers; deliver timely customer-facing updates - Improve support readiness by creating/updating Knowledge Base content, internal runbooks, troubleshooting playbooks, and mentoring L1 engineers on recurring issues and best practices
What You’ll Bring
- Experience in Technical Support (L2+) / Systems Engineering / Escalation Engineering for enterprise software, ideally backup, data protection, storage, or SaaS operations
- Strong hands-on knowledge of Microsoft 365 workloads and dependencies: Exchange Online, SharePoint Online, OneDrive for Business, Teams
- Proven ability to read and interpret logs, isolate root cause, and communicate findings clearly to both customers and engineering teams
- Working knowledge of databases, preferably PostgreSQL (basic administration/support/troubleshooting)
- Comfort troubleshooting distributed systems concepts: OS component communication, connectivity, ports/firewalls, permissions, throttling/limits, and performance bottlenecks
- Strong customer communication skills: clear written updates, expectation management, and ownership through resolution
Bonus Skills
- Hands-on experience deploying/operating Veeam Backup for Microsoft 365 in production (installation, configuration, proxy/repository planning, restores, upgrades)
- Experience with Elastic / Kibana or similar observability platforms
- Scripting/automation skills (PowerShell, Python) to accelerate diagnostics, data collection, or reproducibility
- Familiarity with Azure fundamentals relevant to SaaS operations (identity, storage concepts, regional considerations, security posture
What You’ll Get
- 18 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical coverage for you and up to four dependents
- Life, accident, and disability insurance with enhanced coverage
- Annual flexible wellbeing allowance for physical and mental wellness
- Free confidential counselling and coaching via Employee Assistance Program (EAP), including legal and financial advice
- Meal, fuel, and transportation benefits based on work arrangement
- Daycare reimbursement and safe cab facility for eligible employees
- 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
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By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
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