Director, Technical Support, Vbr, Americas

Veeamsoftware

San Jose, Costa Rica
Not specified; benefits: fully funded medical dent...
On-site
10+ years technical support experience
5+ years leading multi-level teams
Knowledge-centered service (kcs) implementation
The role involves leading a strategic segment of Veeam's global Technical Support organization to drive operational excellence and customer satisfaction

Job Summary

  • The role involves leading a strategic segment of Veeam's global Technical Support organization to drive operational excellence and customer satisfaction.
  • Candidates will be responsible for scaling support operations through the adoption of Knowledge-Centered Service practices and AI-driven models.
  • The position offers comprehensive benefits including fully funded medical coverage, extensive parental leave, and opportunities for global learning.

Matching Summary

The role involves leading a strategic segment of Veeam's global Technical Support organization to drive operational excellence and customer satisfaction.

Salary

Not specified; Benefits: Fully funded medical dental vision; Paid vacation: Two weeks plus holidays and VeeaMe Days

Skills & Requirements

Must-have

  • 10+ years Technical Support experience
  • 5+ years leading multi-level teams
  • Knowledge-Centered Service (KCS) implementation
  • Cloud virtualization storage technologies
  • AI-driven support tool integration
  • SLA and KPI management expertise

Nice-to-have

  • Veeam product environment experience
  • SaaS product support background
  • Budgeting and forecasting skills
  • Global transformation initiative leadership
  • Virtualization or SaaS product support

Key Requirements

  • Bachelor's degree in Computer Science or related field
  • 10+ years experience in Technical Support or Customer Success
  • 5+ years experience leading large complex teams
  • Experience with Lean ITIL Six Sigma methodologies
  • Strong understanding of cloud and data protection technologies

Work Rights

Must be permanently located in Costa Rica

Tailored Resume

Cover Letter