Senior Technical Support Engineer, Sec-AI

• Lead end-to-end post-sales technical support for complex, multi-stakeholder customer environments
• Independently diagnose and resolve intricate issues, prioritizing impact and delivering scalable solutions
• Drive SLA performance by identifying systemic gaps, influencing team practices and workflows, and exceeding response and resolution targets
• Champion documentation standards for issues, troubleshooting steps, and root cause analyses
• Mentor junior engineers in structured problem-solving and logging practices
• Lead knowledge management initiatives by authoring and curating knowledge-base articles from RCAs
• Determine escalation paths to engineering and maintain customer confidence through resolution
• Define, track, and improve MTTR, NPS, and CSAT metrics
• Provide technical leadership across Data Privacy and Security, SQL/NoSQL databases, Linux, Bash scripting, Networking, Cloud Platforms, Docker/Kubernetes, and Virtualization
• Build strategic partnerships with Engineering and Product Management and translate support insights into product-roadmap feedback

• Minimum of a Bachelor’s Degree in a technical field with 7+ years of work experience as a technical support engineer in a related technical field
• Hands-on experience with Data Privacy and Security, DLP, Encryption, Access, Classification, SQL/NoSQL databases, Linux, Bash scripting, Networking, OSI model, Filesystems, Cloud Platforms, Docker/Kubernetes containers, and Virtualization
• Demonstrated depth across the technical support lifecycle, including ticket logging, triage, escalation, customer response, RCA, and KBs
• Proficiency in one or more Technical Support systems, such as Zendesk
• Strong presence with excellent communication and leadership skills, and a proven track record of collaborative success with customers, vendors, staff, and internal business partners
• Understanding of Data Security and Privacy, including corresponding regulations, is a strong plus
• No travel is expected; participation in a 24x7 technical support coverage shift is required and may occasionally conflict with the engineer’s resident timezone
• Position is based in San Jose, Costa Rica; applicants permanently located outside Costa Rica may be declined
• All applications must be submitted in English

• Comprehensive Health Coverage – Fully employer-paid medical, dental, and vision insurance for employees and eligible dependents, including virtual care services
• Wellbeing & Mental Health Support – Employee Assistance Program (EAP) with confidential therapy sessions, plus legal and financial counseling services
• Financial Protection Benefits – Company-provided life and disability insurance
• Paid Time Off & Global Recharge Days – Vacation time, statutory holidays, and additional company-wide VeeaMe Days
• Family-Friendly Leave Programs – Competitive maternity, paternity, adoption, and other leave benefits
• Paid volunteer time each year through the Veeam Cares program