Engineer, Technical Support, Japan

Responsibilities

• Customer Technical Support
• Provide technical support to B2B customers via phone, email, remote sessions, and web conferencing
• Take ownership of assigned cases from
• initial
• investigation through resolution or

appropriate escalation

• Act as a technical focal point for fellow IT professionals, in both Japanese and English
• Research and troubleshoot backup, recovery, virtualization, storage, networking, and operating system issues

Troubleshooting & Technical Analysis

• Perform structured troubleshooting and log file analysis across common customer environments, including:
• Veeam Backup & Replication and related data protection concepts
• Troubleshoot both in Veeam and in third-party components from Microsoft and VMware,
• Correct issues as break/fix scenarios and educate the customer by explaining how the process and interactions work
• Reproduce customer issues in lab environments when needed to support investigation and escalation

Case Management & Documentation

• Update and manage support cases accurately and within SLA expectations
• Document troubleshooting steps, customer communications, findings, and resolution details clearly in our CRM tool
• Escalate cases with complete technical evidence when
• Share useful findings with teammates to improve consistency and resolution quality

Requirements

• 3+ years of experience in technical support, systems administration, infrastructure support, or a similar customer-facing technical role
• Working knowledge of backup and recovery concepts, with the interest to develop deeper
• Advanced user or administrative level with Windows Server 2016 / 2019 / 2022 / 2025 and Windows 10 / 11
• Practical knowledge of TCP/IP (OS and

firewall

• configuration) and networking configuration and troubleshooting (NAT, ports, DHCP, DNS)
• Basic Linux administration, storage concepts, and performance troubleshooting
• Customer-focused mindset, staying calm and structured when working on complex technical issues
• Strong written and verbal communication skills, including the ability to explain technical topics simply

About the Role

Technical Customer Support is our customers’ “hotline.” It is the department that has revolutionized the way we think about technical support: one-on-one, hands-on, and accountable from first contact to resolution — leaving customers with a positive impression and giving our developers and testers invaluable feedback from the field.

Veeam Backup & Replication (VBR) lets our customers verify the recoverability of their backups, recover instantly, and test upgrades in an isolated environment before moving to production. As a Technical Support Engineer, you are a trusted advisor to fellow IT professionals, using broad and in-depth troubleshooting skills and product knowledge to solve challenging technical issues across backup, virtualization, storage, networking, Windows, and Linux environments.

We are now looking for a Technical Support Engineer with Japanese to support our Japanese-speaking customer base from Bucharest. This is a hands-on, customer-facing role suited to an engineer with at least 3 years of technical support experience who enjoys solving hard technical problems, learning complex technologies, and owning issues through to resolution.

What You’ll Do

Virtualization platforms such as VMware vSphere and Microsoft Hyper-V

Windows Server and Linux operating systems

Storage, networking, and performance-related scenarios determining whether an issue is known or unknown, a defect, or the result of configuration, environment, or usage

additional

assistance from senior support, engineering, or product teams is

required

Knowledge Sharing & Continuous Improvement

• Contribute to KCS articles, internal notes, and troubleshooting guidance based on resolved cases
• Provide clear technical feedback when recurring product, documentation, or process issues are identified

Customer & Stakeholder Communication

• Communicate clearly and professionally with customers throughout the case lifecycle
• Explain technical findings, next steps, and workarounds in language that is easy for customers to understand
• Collaborate with senior support engineers, escalation teams, and product specialists when deeper investigation is

Language

Business-level Japanese (JLPT N2 or equivalent) —

required

Fluent English, written and spoken —

required

Ability to communicate technical concepts clearly with Japanese customers and internal stakeholders

Technical expertise in Veeam solutions

Hands-on experience or practical familiarity with VMware vSphere /

ESXi and/or Microsoft Hyper-V

• Log review, issue reproduction, and structured troubleshooting methodologies
• Ability to follow technical documentation,
• validate assumptions, and escalate with clear evidence when needed

Professional Skills & Mindset

Ability to quickly learn, understand, and explain technical information