Technical Support Engineer, Kasten at Veeam Software

📍 Job Overview

Job Title: Technical Support Engineer, Kasten
Company: Veeam Software
Location: San José, Costa Rica
Job Type: On-site
Category: Technical Support
Date Posted: 2025-07-31
Experience Level: Mid-level (2-5 years)

🚀 Role Summary

Veeam, the global leader in data resilience, is seeking a Technical Support Engineer to join their team in San José, Costa Rica. In this role, you will be responsible for guiding customers to success with Kasten, Veeam's Kubernetes backup platform, and enhancing customer experience by effectively managing and resolving customer issues. This position requires strong communication skills, technical expertise in networking, cloud, and virtualization, as well as experience with Linux administration, Docker, and Kubernetes.

📝 Enhancement Note: This role involves working closely with various teams, including engineering, sales, and product management, to ensure customer success and improve product adoption. Strong collaboration and communication skills are crucial for this position.

💻 Primary Responsibilities

Customer Success: Guide customers on their path to success with Kasten, ensuring they achieve their desired outcomes and maximizing their investment in Veeam's products.
Issue Resolution: Identify, recreate, and track customer issues to ensure faster and accurate resolution, enhancing the overall customer experience.
Product Adoption: Identify, log, and track product features and enhancements reported by customers to improve product adoption and customer satisfaction.
Technical Documentation: Contribute to technical documentation, such as Knowledge Base articles, best practices, blogs, whitepapers, etc., based on product features, customer issue root cause analysis, and internal findings.
Team Collaboration: Work effectively across organizations, including engineering, sales, and product management teams, to provide exceptional customer support and drive product improvement.
Time Management: Manage time efficiently, balancing tasks and priorities to ensure customer success and meet team objectives.

📝 Enhancement Note: This role requires a proactive approach to customer success, with a focus on preventing issues before they occur and continuously improving the customer experience.

🎓 Skills & Qualifications

Education: A BS or MS degree in Computer Science, Engineering, or a related field is required. Relevant experience may be considered in lieu of a degree.

Experience:

3+ years of related technical and customer-facing experience
Proven experience in Linux administration
Experience with Docker and Kubernetes management
Foundation knowledge of bash or similar Linux scripting languages
Experience with software development life cycles and upgrade patterns

Required Skills:

Excellent communication skills, both oral and written
Strong understanding of networking, cloud, virtualization, backup, and recovery concepts
Experience with managed solutions such as OpenShift, PKS, Rancher, Google GKE, AWS EKS, etc., and VMware administration (a plus)
Experience working in public cloud infrastructure, including AWS, Azure, and Google Cloud (a plus)
Kubernetes certifications (CKA or CKAD) (a plus)
Previous startup experience (a plus)

📝 Enhancement Note: While not required, experience with managed solutions, public cloud infrastructure, and Kubernetes certifications would be beneficial for this role, as they would enable you to provide more effective support to customers using these technologies.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your technical support skills through case studies or success stories, highlighting your ability to resolve complex customer issues and drive customer success.
Showcase your understanding of networking, cloud, and virtualization concepts through relevant projects or certifications.
Highlight your experience with Linux administration, Docker, and Kubernetes through project examples or code snippets.

Technical Documentation:

Provide examples of technical documentation you have created, such as Knowledge Base articles, best practices, or blog posts, demonstrating your ability to communicate complex technical concepts clearly and concisely.
Include any feedback or recognition you have received for your technical documentation to showcase your ability to create valuable resources for customers and team members.

📝 Enhancement Note: While not required, including examples of your technical documentation can help demonstrate your ability to contribute to Veeam's technical content and enhance the customer experience.

💵 Compensation & Benefits

Salary Range: The salary range for this role in San José, Costa Rica, is approximately ₡7,000,000 - ₡9,000,000 per year (USD $12,000 - $15,500 per year), depending on experience and qualifications. This estimate is based on regional market data and may vary based on individual factors.

Benefits:

Medical, dental, and vision coverage through INS, with fully funded premiums for employees and dependents
Life insurance and disability coverage
Two weeks of paid time off, along with company-paid holidays
Veeam Care Days – additional 24 hours for volunteering activities
Cafeteria subsidy
Professional training and education, including courses and workshops, internal meetups, and unlimited access to online learning platforms (Percipio, Athena, O’Reilly) and mentoring through the MentorLab program

📝 Enhancement Note: Veeam offers a comprehensive benefits package to support the health, well-being, and professional development of their employees. The salary range provided is an estimate and may vary based on individual factors and market conditions.

🎯 Team & Company Context

Company Culture: Veeam fosters a world-class product and support experience for their customers, with a focus on providing exceptional customer service and driving product improvement. The company values passion, innovation, and continuous learning, with a strong commitment to helping customers achieve their desired outcomes.

Team Structure: The technical support team at Veeam consists of experienced professionals dedicated to customer success. The team works closely with engineering, sales, and product management teams to ensure customer issues are resolved efficiently and product improvements are driven by customer feedback.

Development Methodology: Veeam follows Agile methodologies, with a focus on continuous improvement and customer-centric development. The company encourages collaboration, innovation, and a customer-first mindset in all aspects of their product development and support processes.

Company Website: Veeam Software

📝 Enhancement Note: Veeam's customer-centric culture and commitment to continuous improvement make it an ideal place for technical support professionals looking to make a significant impact on customer success and product development.

📈 Career & Growth Analysis

Technical Support Engineer Role: This role involves working closely with customers to understand their needs, resolve their issues, and drive their success with Veeam's products. The primary focus is on customer satisfaction and ensuring that customers achieve their desired outcomes.

Reporting Structure: The Technical Support Engineer reports directly to the Technical Support Manager and works closely with various teams, including engineering, sales, and product management, to provide exceptional customer support and drive product improvement.

Technical Impact: In this role, you will have a direct impact on customer success and product development. Your ability to resolve customer issues efficiently and effectively will drive customer satisfaction and contribute to the continuous improvement of Veeam's products.

Growth Opportunities:

Technical Expertise: Develop your technical skills in networking, cloud, and virtualization, with opportunities to specialize in specific areas or technologies as you progress in your career.
Leadership Development: Gain experience in team management and mentoring, with opportunities to take on leadership roles as you grow within the organization.
Product Development: Contribute to the development of new features and enhancements, driving product improvement based on customer feedback and market trends.

📝 Enhancement Note: Veeam offers numerous growth opportunities for Technical Support Engineers, with a focus on developing technical expertise, leadership skills, and product development experience.

🌐 Work Environment

Office Type: Veeam's office in San José, Costa Rica, is a modern, collaborative workspace designed to foster innovation and productivity. The office features multiple monitors, testing devices, and comfortable workspaces to support the needs of technical support professionals.

Office Location(s): San José, Costa Rica

Workspace Context:

Collaboration: The open office plan encourages cross-functional collaboration between technical support, engineering, sales, and product management teams, fostering a culture of shared knowledge and continuous learning.
Workstation: Each workstation is equipped with multiple monitors, allowing technical support engineers to efficiently manage customer issues and resolve complex technical problems.
Testing Environment: Veeam provides access to a comprehensive testing environment, enabling technical support engineers to recreate customer issues and validate solutions in a controlled environment.

Work Schedule: The work schedule for this role is Monday-Friday, with weekend and holiday coverage rotation to ensure 24/7 customer support. The work arrangement is on-site, with the option to work from home one day per week.

📝 Enhancement Note: Veeam's modern, collaborative workspace and comprehensive testing environment provide technical support engineers with the tools and resources they need to succeed in their role and drive customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Technical Assessment: Demonstrate your technical proficiency in networking, cloud, and virtualization through a hands-on assessment, focusing on your ability to resolve customer issues and drive customer success.
Behavioral Interview: Showcase your strong communication skills, customer focus, and problem-solving abilities through a structured behavioral interview, highlighting your experience in technical support and customer success.
Final Evaluation: Based on your performance in the technical assessment and behavioral interview, the hiring manager will make a final decision regarding your fit for the role.

Portfolio Review Tips:

Customer Success Stories: Highlight your ability to drive customer success by including case studies or success stories that demonstrate your technical support skills and customer-centric mindset.
Technical Documentation: Include examples of your technical documentation to showcase your ability to communicate complex technical concepts clearly and concisely, as well as your commitment to continuous learning and improvement.
Customer Feedback: Share any feedback or recognition you have received from customers to demonstrate your ability to provide exceptional customer support and drive customer satisfaction.

Technical Challenge Preparation:

Technical Assessment: Familiarize yourself with the latest trends and best practices in networking, cloud, and virtualization to ensure you can effectively resolve customer issues and drive customer success during the technical assessment.
Behavioral Interview: Prepare for the behavioral interview by reflecting on your past experiences in technical support and customer success, focusing on your ability to communicate effectively, problem-solve, and drive customer satisfaction.
Customer-Centric Mindset: Emphasize your commitment to customer success and your ability to understand and address customer needs throughout the interview process.

ATS Keywords: [Comprehensive list of technical support, customer service, and web development-relevant keywords for resume optimization, organized by category]

📝 Enhancement Note: Veeam's interview process is designed to assess your technical proficiency, communication skills, and customer focus, ensuring that you are the right fit for the Technical Support Engineer role and the company's customer-centric culture.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable to this role.

Backend & Server Technologies:

Linux Administration: Experience with Linux administration is required for this role, as it is essential for resolving customer issues and managing server environments.
Docker: Familiarity with Docker is required, as it is a key component of Kasten, Veeam's Kubernetes backup platform.
Kubernetes: Experience with Kubernetes is required, as it is the primary technology used by Kasten and many of Veeam's customers.
Cloud Platforms: Experience with public cloud infrastructure, including AWS, Azure, and Google Cloud, is beneficial for supporting customers using these platforms.

Development & DevOps Tools:

Version Control: Familiarity with version control systems, such as Git, is beneficial for collaborating with engineering teams and contributing to technical documentation.
CI/CD Pipelines: Experience with CI/CD pipelines is beneficial for understanding the software development life cycle and driving product improvement.
Monitoring Tools: Familiarity with monitoring tools, such as Prometheus or Grafana, is beneficial for identifying and resolving customer issues proactively.

📝 Enhancement Note: While not required, experience with the technology stack used by Veeam and their customers can help you provide more effective support and drive customer satisfaction in your role as a Technical Support Engineer.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Veeam's top priority is customer satisfaction, and technical support engineers are expected to understand and address customer needs proactively and effectively.
Technical Expertise: Technical support engineers are required to have a strong understanding of networking, cloud, and virtualization concepts, as well as experience with Linux administration, Docker, and Kubernetes.
Communication Skills: Strong communication skills are essential for working closely with customers, engineering, sales, and product management teams to resolve customer issues and drive product improvement.
Problem-Solving: Technical support engineers must be able to think critically and creatively to resolve complex customer issues and drive customer success.

Collaboration Style:

Cross-Functional Collaboration: Technical support engineers work closely with various teams, including engineering, sales, and product management, to ensure customer issues are resolved efficiently and product improvements are driven by customer feedback.
Code Review Culture: Technical support engineers are encouraged to contribute to technical documentation and collaborate with engineering teams to improve product quality and drive customer satisfaction.
Knowledge Sharing: Technical support engineers are expected to share their knowledge and expertise with their colleagues, fostering a culture of continuous learning and improvement.

📝 Enhancement Note: Veeam's customer-centric culture and commitment to continuous learning make it an ideal place for technical support professionals looking to make a significant impact on customer success and product development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Issue Resolution: Identifying, recreating, and tracking customer issues to ensure faster and accurate resolution, enhancing the overall customer experience.
Product Adoption: Identifying, logging, and tracking product features and enhancements reported by customers to improve product adoption and customer satisfaction.
Technical Documentation: Contributing to technical documentation, such as Knowledge Base articles, best practices, blogs, whitepapers, etc., based on product features, customer issue root cause analysis, and internal findings.
Customer Success: Guiding customers on their path to success with Kasten, ensuring they achieve their desired outcomes and maximizing their investment in Veeam's products.

Learning & Development Opportunities:

Technical Expertise: Develop your technical skills in networking, cloud, and virtualization, with opportunities to specialize in specific areas or technologies as you progress in your career.
Leadership Development: Gain experience in team management and mentoring, with opportunities to take on leadership roles as you grow within the organization.
Product Development: Contribute to the development of new features and enhancements, driving product improvement based on customer feedback and market trends.

📝 Enhancement Note: Veeam offers numerous growth opportunities for Technical Support Engineers, with a focus on developing technical expertise, leadership skills, and product development experience.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Demonstrate your understanding of networking concepts, protocols, and troubleshooting techniques to ensure you can effectively resolve customer issues and drive customer success.
Cloud & Virtualization: Showcase your knowledge of cloud and virtualization technologies, as well as your ability to manage and deploy virtualized environments in the cloud.
Kubernetes & Docker: Highlight your experience with Kubernetes and Docker, as well as your ability to manage and deploy containerized applications in the cloud.
Troubleshooting & Problem-Solving: Demonstrate your ability to think critically and creatively to resolve complex customer issues and drive customer success.

Company & Culture Questions:

Customer-Centric Mindset: Explain how you would approach understanding and addressing customer needs, as well as your ability to provide exceptional customer support and drive customer satisfaction.
Team Collaboration: Describe your experience working with cross-functional teams, as well as your ability to collaborate effectively with engineering, sales, and product management teams to resolve customer issues and drive product improvement.
Customer Success Stories: Share examples of your past experiences driving customer success, highlighting your ability to understand and address customer needs proactively and effectively.

Portfolio Presentation Strategy:

Customer Success Stories: Highlight your ability to drive customer success by including case studies or success stories that demonstrate your technical support skills and customer-centric mindset.
Technical Documentation: Include examples of your technical documentation to showcase your ability to communicate complex technical concepts clearly and concisely, as well as your commitment to continuous learning and improvement.
Customer Feedback: Share any feedback or recognition you have received from customers to demonstrate your ability to provide exceptional customer support and drive customer satisfaction.

📝 Enhancement Note: Veeam's interview process is designed to assess your technical proficiency, communication skills, and customer focus, ensuring that you are the right fit for the Technical Support Engineer role and the company's customer-centric culture.

📌 Application Steps

To apply for this Technical Support Engineer position at Veeam Software:

Tailor Your Resume: Highlight your relevant technical support experience, customer success stories, and technical skills, focusing on your ability to drive customer satisfaction and resolve complex customer issues.
Prepare for Technical Assessment: Familiarize yourself with the latest trends and best practices in networking, cloud, and virtualization to ensure you can effectively resolve customer issues and drive customer success during the technical assessment.
Research Veeam: Learn about Veeam's customer-centric culture, commitment to continuous improvement, and focus on driving customer success to ensure you are a strong fit for the company and the Technical Support Engineer role.
Prepare for Behavioral Interview: Reflect on your past experiences in technical support and customer success, focusing on your ability to communicate effectively, problem-solve, and drive customer satisfaction.
Prepare for Final Evaluation: Based on your performance in the technical assessment and behavioral interview, the hiring manager will make a final decision regarding your fit for the role. Be prepared to discuss your strengths, weaknesses, and career goals, as well as your ability to drive customer success and contribute to Veeam's mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Engineer, Kasten