# Senior Technical Support Engineer, Sec-AI at Veeam

- Company: Veeam
- What the company does: Backed by Insight.
- Company website: http://www.veeam.com/
- Type: Startups (AI role)
- Level: Senior
- Location: San Jose, Costa Rica
- Work setup: On-site
- Posted: 2026-09-01
- Apply by: 2026-10-16
- Apply: https://job-boards.eu.greenhouse.io/veeamsoftware/jobs/4963612101
- Page: https://www.1752.vc/careers/jobs/veeam-senior-technical-support-engineer-sec-ai/

## About the role

Technical Customer Support is our customers’ “hotline.” This department has revolutionized the way we think about technical support. They face the challenging reality of one-on-one support and leave our customers with a positive impression, providing invaluable feedback to developers and testers. We are now looking for a Senior Technical Support Engineer, Sec-AI

## What they're looking for

- Drives SLA performance excellence by proactively identifying systemic gaps, influencing team practices and workflows, and championing a customer-first mindset that consistently exceeds response and resolution targets
- Leads knowledge management initiatives by authoring and curating high-quality KB articles from RCAs, driving a culture of reusable resolutions and continuous improvement across the support organization
- Exercises independent judgment to determine appropriate escalation paths to engineering, influencing cross-functional teams and maintaining customer confidence throughout the full resolution lifecycle
- Drives operational excellence by defining, tracking, and improving key metrics such as MTTR, NPS, and CSAT, influencing team behaviors and process changes to deliver measurable, high-quality customer outcomes

Tags: Customer Technical Support, Global...