Application Support Analyst

Veeam(R), the #1 global market leader in data protection and ransomware recovery, is on a mission to empower every organization to not just bounce back from a data outage or loss but bounce forward.

With Veeam, organizations achieve radical resilience through data security, data recovery, and data freedom for their hybrid cloud. 

The Veeam Data Platform delivers a single solution for cloud, virtual, physical, SaaS, and Kubernetes environments that gives IT and security leaders peace of mind that their apps 
and data are protected and always available.

Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 450,000 customers worldwide, including 74% of the Global 2000, who trust Veeam to keep their businesses running.

The Application Support Analyst is a vital team member within the EUS department, serving as the first point of contact for users experiencing technical issues. The Specialist is responsible for diagnosing and resolving application-related incidents, service requests, and coordinating with internal teams for effective problem resolution. The role extends to contributing to the development and updating of an internal knowledge base and ensuring high levels of service according to established parameters.

Your tasks will include:

• Serve as the first point of contact for users seeking technical assistance
• Provide timely and accurate resolution to software and hardware issues for various applications
• Conduct real-time troubleshooting through diagnostic techniques and pertinent questions
• Conduct root-cause analysis for recurring issues and suggest long-term solutions
• Escalate unresolved queries to the next level of support
• Provide feedback to the software development team for the improvement of current and future products
• Actively participate in the evaluation and beta testing of new tools and technologies
• Monitor and report application performance metrics for continuous improvement
• Assist in disaster recovery and business continuity planning and execution
• Assist in auditing and compliance tasks related to application support services

What we expect from you:

• Mandatory knowledge of English sufficient to be able to read technical documentation, to communicate (and to carry out tasks) in writing and in conversation with English-speaking users
• Experience with software and hardware troubleshooting
• Knowledge of the differences between CRM, CMS and CSS
• Knowledge of ITIL, ITSM
• The desire and ability to learn new things quickly and independently
• Understanding of the software life-cycle process

Will be an advantage:

• 2+ years of work experience
• Knowledge of Salesforce
• Knowledge of Python

We offer:

• Private medical insurance for you, one adult dependent, and your children
• Meal tickets
• Private pension plan
• Life insurance
• Vision reimbursement
• Annual leave and additional vacation days based on tenure
• Cafeteria Benefit Plan where you will be able to flexibly customize your benefits package based on your budget and personal needs
• Veeam Care Days - additional 24 hours for your volunteering activities
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (Percipio, Athena, O'Reilly) and mentoring through our MentorLab program

Please note: If the applicant is permanently present outside of Romania, Veeam reserves the right to refuse to consider the application for a job. Remote job is only possible in case the employee is located in Romania.

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Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.  

The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes. 

By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.