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Technical Support Training Consultant
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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
The Technical Trainer is responsible for rapidly enabling new and existing Technical Support Engineers to deliver high-quality, technically accurate, and culturally effective support for Veeam Backup & Replication v13 and Veeam Data Cloud (VDC) products.
This role bridges deep technical expertise, structured troubleshooting methodology, and Japanese customer-handling excellence, ensuring engineers are release-ready, log-literate, and customer-confident at all times.
What You’ll Do
Technical Product Training
- Design and deliver structured onboarding and advanced training for: VBR v13 architecture, features, workflows, and best practices, VDC platform capabilities, deployment models, and limitations
- Translate complex product behavior into support-ready mental models for new engineers
- Ensure engineers can confidently explain “why”, not just “how”, to customers
Troubleshooting & Log Analysis Training
- Deliver hands-on training on: Systematic troubleshooting methodologies, Advanced log analysis (“log diving”) for VBR and VDC, Identifying root cause vs. symptom
- Teach engineers how to: Correlate logs across components, Identify known issues vs. new defects, Prepare high-quality escalation packages for R&D, Maintain and evolve internal troubleshooting playbooks
Training Content Localization (English → Japanese)
- Translate and localize training materials from English to clear, professional Japanese, including: Slide decks, Lab guides, Troubleshooting flows, Release update summaries, Adapt content for Japanese technical and communication norms, not literal translation
- Ensure terminology consistency with: Veeam product language, Existing Japanese KBs and customer-facing materials
Monthly Case Handling Process Training
- Conduct recurring monthly training for L1 Technical Support Engineers covering: Case lifecycle management, Effective triage and prioritization, Data collection discipline, When and how to escalate
- Analyze real case data to: Identify common handling gaps, Reinforce best practices, Reduce reopens, delays, and customer friction
Japanese Customer Handling & Soft Skills Training
- Deliver targeted training focused on Japanese customer expectations, including: Polite but efficient communication, Managing escalations professionally, Explaining technical limitations without losing trust, Balancing speed, accuracy, and empathy
- Coach engineers on: Written Japanese communication quality, Phone and meeting etiquette, Handling difficult or high-pressure customers
Release & Enhancement Readiness
- Continuously monitor: Product enhancements, Hotfixes, Major and minor releases
- Deliver release-ready training immediately after GA, including: What changed, What will break, What customers will ask on Day 1
- Partner with: Product Management, R&D, Global Enablement to ensure local teams are never behind the release curve
Continuous Improvement & Stakeholder Collaboration
- Work closely with: Technical Support leadership, ATS / Escalation teams, QA and Product teams
- Provide feedback loops on: Training gaps, Product pain points, Documentation weaknesses
- Maintain training effectiveness metrics: Time to productivity, Case quality improvements, Reduction in avoidable escalations
What You’ll Bring
Technical
- Strong hands-on experience with: Veeam Backup & Replication, Virtualization and storage platforms, Log analysis and troubleshooting
- Prior experience in: Technical Support, Escalation / ATS, Technical Enablement or Training
Language & Communication
- Fluent Japanese (native-level preferred)
- Strong professional English reading comprehension
- Proven ability to translate technical English into accurate Japanese (not just linguistically, but contextually)
Training & Coaching
- Demonstrated experience:Teaching complex technical concepts, Creating structured training programs, Coaching engineers with varied skill levels
- Comfortable presenting to: Small technical groups, Larger onboarding cohorts
Personal Attributes (Non-Negotiable)
- High technical curiosity and learning velocity
- Calm, structured thinker under pressure
- Pragmatic, not academic — focused on support reality
- Strong ownership mentality: if training fails, they fix it
- Respected by engineers because they’ve “done the job”
Success Metrics (What “Good” Looks Like)
- New engineers reach case independence faster
- Noticeable improvement in: Log quality, Troubleshooting depth, Customer communication
- Teams are release-ready on Day 1
- Reduced escalations caused by knowledge or process gaps
What You’ll Get
- 10 days of paid annual leave after 6 months of continuous employment, increasing with tenure up to 20 days after 6.5 years, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses
- Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning
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