Technical Support Engineer

Уровень зарплаты
Город
Требуемый опыт работы
от 70 000 руб.
Санкт-Петербург
1–3 года

Since Veeam was formed in 2006, the company has continued to lead the industry in terms of growth and innovation. Delivering Availability for the Always‑On Enterprise™, in a short space of time Veeam has amassed more than 216,500 customers across the globe and has been named a Leader in the Gartner Magic Quadrant for Data Center Backup and Recovery Software.

Veeam currently has now more than 2000 employees around the globe. Company’s global headquarters are located in Baar, Switzerland, and the company has 30+ offices throughout the world

JOB SUMMARY:

  • The Tier 1 technical support engineer (customer care representative) provides support and troubleshooting via telephone, email and web conferencing.

DUTIES AND RESPONSIBILITIES:

  • Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation
  • Fortify client relationships focused on 100% customer satisfaction
  • Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool
  • Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers
  • Perform troubleshooting and analysis, including log file investigation

THE IDEAL CANDIDATE WILL POSSESS THE FOLLOWING:

  • Fluent English (reading/writing/speaking)
  • Familiarity with at least some of the following areas:
    • VMware ESX(i), Microsoft Hyper-V, Microsoft Exchange server administration, DB (SQL/Oracle), Windows OS 2008(r2) & 2012(r2) advanced user or administrative level, UNIX and/or Linux knowledge, Practical understanding of TCP/IP (OS, firewalls configuration).
  • Ability to quickly learn, understand and explain technical information
  • Ability and desire to take ownership of client issues through resolution
  • Excelent time management skills
  • Ability to work in a fast-paced environment

WE OFFER:

  • Modern, energetic multinational working environment
  • Salary ranges depending on skills and expertise; Additional quarterly bonuses to top performers
  • Opportunities for professional growth and promotion; for diligent employees the opportunity to be certified -- VMCE (Veeam Certified Engineer)
  • Comprehensive training and mentoring system that includes in addition to the training for Veeam products a number of lectures on related areas (virtualization, networking, etc.) - paid as work
  • Access to the internal lab resources based on Vmware vSphere & Microsoft Hyper-V right from the start date
  • Flexible working schedule
  • Regular assessment and salary/positions review (at least once a year)
  • Employment according to the Labor Code of the Russian Federation, “white” salary, annual leave 28 days + additional time off depending on the work results (up to 12 paid days off per year)
  • An extended medical insurance policy
  • A partial compensation of costs on fitness
  • Free English classes in the office
  • Ability to become a part of football and volleyball Veeam teams
  • Corporate events
  • The relocation package for candidates from other regions (the one-way ticket’s compensation + the relocation allowance in one monthly base pay equivalent)
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Адрес

Санкт-Петербург, Кондратьевский проспект, 15
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Тип занятости

Полная занятость, полный день
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