Manager, Technical Support, VBR
Core
Lead Technical Support teams and Team Leaders to ensure high-quality customer support, operational performance, and team development for Veeam's data resilience and security products.
Role type
Manager, Technical Support
Builds
Customer support operations, team capabilities, and knowledge management processes
Domain
Data protection, backup, virtualization, and cloud security
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Technical support team leadership, performance management, KCS methodology, support operations (SLAs/OLAs), cloud/virtualization/storage knowledge, CRM/case management platforms, data analysis, cross-functional project leadership
Preferred skills
SaaS technology support, AI-assisted support tools adoption, process optimization, geographically distributed team management
Technologies
ServiceNow, AI-driven support tools, virtualization platforms, cloud platforms, storage systems
Responsibilities
Lead Technical Support organization through Team Leaders, define and monitor KPIs for customer satisfaction and efficiency, manage employee performance and development, partner on workforce planning, serve as escalation point for complex issues, drive KCS and AI tool adoption, optimize support workflows, partner with HR on talent programs
Seniority
Manager, hands-on leadership
