Technical Support Engineer
RemoteItaly
ItalyRemoteFull TimeSmall
Full TimeSmall
Job Summary
Diagnose and troubleshoot software and hardware issues related to backup storage products while providing efficient technical support to customers. Conduct root cause analyses for complex technical problems, collaborating with cross-functional teams and external vendors as needed. Guide clients through proper configurations and best practices, then document issues, resolutions, and procedures to contribute to the knowledge base. Stay updated on industry trends in data backups and security, and validate procedures or draft content to support documentation development. Proficiency in English and Italian is required.
Required Qualifications
- Proven experience in technical support, preferably in data backup or storage solutions
- Strong knowledge of Veeam data backup products
- Veeam ecosystem experience e.g. VMware ESX(i)/vSphere, Microsoft Hyper-V / Failover cluster, public clouds
- Advanced user or administrative level experience with Ubuntu Linux and Windows Server
- Strong knowledge of server hardware
- Excellent problem-solving and analytical skills
- Effective communication and customer service skills
- Experience conducting root cause analysis (RCA), including analyzing OS, infrastructure, and product logs
- Proficiency in English and Italian is required
Desired Qualifications
- Familiarity with industry-standard certifications (e.g., Veeam) is a plus
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