Technical Support - Veeam Experienced

Client Support Marlborough, Massachusetts


Position at j2 Cloud Services

Manage a diverse and complex scope of support issues directly related to the use, support and implementation of Server backup and recovery. Participate as part of a team of highly professional technicians in the provision of industry leading Online Backup Technical Support. Focus is on highest level of support services providing mission critical support requirements through the mediums of telephone, online chat, and email.


  • Provide customer support and technical issue resolution via phone, e-mail, and other electronic medium.
  • Implement and manage the KeepItSafe® and LiveVault® solutions for direct and indirect customers.
  • Troubleshoot problems backing up and restoring with customer and take or suggest corrective action.
  • Log tickets, defects, enhancements with enough detail to be understood and resolved by others.
  • Prioritize issues and manage time effectively, taking accountability for resolving customer issues
  • Perform timely escalation of support related issues to various departments for further analysis and resolution
  • Attempt first call case resolution, software/network troubleshooting and proactive support services.
  • Work well in a team and provide team members support and guidance when required.
  • Share best practices with other team members to enhance the quality and efficiency of global support services.
  • Effectively interact with other members of the team to provide solutions to complex technical issues.
  • Perform other duties as requested and within areas of expertise 


  • Veeam Experience - VMCE certification (preferred)
  • Highly skilled in communicating with both technical and non-technical users in a professional manner and have the ability to work independently and effectively in fast-paced environments
  • 4+ years in a User Services role supporting every aspect of desktop and server computing including Microsoft Windows, Linux platforms, VMware, HyperV, and Storage environments and hardware troubleshooting
  • 4+ years’ proven support and administration of servers, Microsoft operating systems, Active Directory, DNS, DHCP, Group Policies, Volume Shadow Service (VSS), system registries and scripts
  • Advanced networking and server troubleshooting skills.
  • General or above average knowledge of database technology including MS Exchange and MS SQL Server
  • Working to above average understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems.
  • Experience with planning or executing system and site recoveries
  • Experience with Storage configuration / Raid / VM storage pools  
  • 3+ years’ supporting data backup solutions using products such as Veeam, Asigra, Carbonite, Ahsay, and Rapid Recovery
  • Working experience directly supporting Microsoft Exchange Servers
  • 2-5 years of experience in technical software support, providing ticketed phone and email support
  • Aptitude for solving problems and acting on own initiative.

Additional desired experience:

  • Above average to advanced networking knowledge