Manager, Technical Support, VBR

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 metric