Manager, Technical Support, VBR
Veeam Software · San Jose, Costa Rica · 8mo ago
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.
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, while providing invaluable feedback to developers and testers.
We are now looking for a Manager, Technical Support, VBR to lead Technical Support teams and Team Leaders, ensuring high-quality customer support, strong operational performance, and continued development of our people.
This role combines technical acumen, people leadership, and operational excellence and plays an important part in Veeam’s transformation toward Backup as a Service (BaaS), Knowledge-Centered Service (KCS), and AI-empowered support.
What You’ll Do
- Lead a part of the Technical Support organization through a team of Team Leaders, ensuring consistent, timely, and high-quality customer support across teams and support channels
- Build, coach, and inspire high-performing, customer-centric teams while mentoring and developing Team Leaders and strengthening leadership succession readiness
- Define, monitor, and drive key performance indicators related to customer satisfaction, response and resolution times, knowledge creation and reuse, productivity, and operational efficiency
- Manage employee performance, providing ongoing coaching and development and proactively addressing areas requiring improvement
- Partner with the Director, Technical Support on workforce and headcount management, capacity planning, and resource allocation to meet service-level objectives and support business growth
- Serve as a management escalation point for complex customer issues and strategic accounts, ensuring effective communication and collaboration across Technical Support, R&D, and other internal teams
- Drive a culture of knowledge sharing, self-service, continuous learning, accountability, and continuous improvement across the organization
- Support the rollout and adoption of Knowledge-Centered Service (KCS), embedding knowledge creation and reuse into the case resolution process
- Participate in the adoption of AI-assisted tools, automation, and self-service capabilities to improve diagnostics, case handling, operational efficiency, and customer experience
- Partner with peers and cross-functional teams to optimize processes, tools, workflows, and documentation quality, leveraging automation and AI insights where applicable
- Initiate, own, and drive cross-team initiatives and projects with impact beyond the immediate organization
- Partner with HR, Talent Acquisition, and Learning & Development to attract, retain, engage, and develop technical talent and support career progression programs
What You’ll Bring
- At least 2 years of experience managing a Technical Support team, including experience leading and developing people in a technical support environment
- 3–5 years of Client or Technical Support experience with demonstrated problem-resolution skills
- Proven experience leading teams that deliver strong customer satisfaction, operational efficiency, and employee engagement results
- Strong understanding of Technical Support operations, including case handling, ticketing workflows, SLAs and OLAs, escalation processes, customer engagement models, and support metrics
- Experience supporting software products; experience with virtualization and SaaS technologies is strongly desired
- Strong understanding of cloud, virtualization, storage, and data-protection technologies
- Experience supporting the implementation and adoption of Knowledge-Centered Service (KCS) within Technical Support teams
- Familiarity with CRM and case management platforms such as ServiceNow, knowledge management systems, and AI-driven support tools such as intelligent routing, summarization, and virtual assistants
- Strong analytical skills with the ability to use support data and customer feedback to identify trends, root causes, and opportunities for improvement
- Proven coaching, performance management, and leadership development skills, with the ability to build trust and motivate geographically distributed teams
- Experience designing, implementing, or improving support processes and workflows is desired
- Experience leading cross-functional projects or initiatives with impact beyond the immediate team is a strong plus
- Excellent verbal and written communication, presentation, stakeholder management, and customer-facing skills
- Ability to work independently in a fast-paced environment, demonstrate sound judgment, and make departmental decisions in the absence of the Director
- Bachelor’s Degree in Computer Information Systems, Computer Science, Business Administration, or equivalent; a combination of education and relevant experience will also be considered
What You’ll Get
- Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services
- Wellbeing & Mental Health Support – Access to an Employee Assistance Program (EAP) that includes confidential therapy sessions, plus legal and financial counseling services
- Financial Protection Benefits – Company-provided life and disability insurance to help support employees and their families
- Paid Time OF & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care
- Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits that support employees through important life moments
- Give Back to Your Community – Employees receive paid volunteer time each year through the Veeam Cares program
Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.
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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
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By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.