Director, Technical Support, VBR, Americas

About the Role

We are looking for a strategic and people-focused Director, Technical Support (VBR) to lead a key segment of Veeam’s global Technical Support organization. In this role, you will drive operational excellence, customer satisfaction, and team performance across a multi-level support structure, including Managers, Team Leaders, and Technical Support Engineers.

You will play a critical role in scaling support operations, improving efficiency, and shaping the future of support through initiatives such as Knowledge-Centered Service (KCS) and AI-driven support models. This position requires a strong balance of technical understanding, leadership capability, and strategic thinking, with direct impact on customer experience and business outcomes.

What You’ll Do

Leadership & Strategy

• Lead and develop a multi-layered Technical Support organization through Managers and Team Leaders
• Define and execute support strategies aligned with global objectives and company goals
• Drive adoption and maturity of Knowledge-Centered Service (KCS) practices
• Lead the integration of AI-powered tools and automation across support workflows
• Collaborate cross-functionally to ensure alignment and consistency across regions

Operational Excellence

• Ensure high-quality, timely customer support delivery across all channels
• Define and track KPIs related to customer satisfaction, SLAs, productivity, and efficiency
• Oversee workforce planning, capacity management, and resource allocation
• Drive continuous improvement initiatives across tools, processes, and workflows
• Lead cross-functional projects and operational initiatives as project owner

People Management & Development

• Build, coach, and inspire a high-performing, customer-centric organization
• Foster a culture of accountability, collaboration, and continuous improvement
• Mentor Managers and Team Leaders, developing future leadership bench strength
• Partner with HR to attract, retain, and develop top technical talent
• Support career development and technical enablement programs

Customer Engagement & Escalation Management

• Act as senior escalation point for complex customer issues and strategic accounts
• Build strong relationships with customers, partners, and internal stakeholders
• Ensure effective collaboration between Support, R&D, Product, and Customer teams
• Represent the support organization in internal and external forums

Transformation & Innovation

• Lead KCS implementation and drive knowledge-sharing culture
• Support AI-driven initiatives to improve efficiency and customer experience
• Establish feedback loops with Product and Engineering to improve product quality

Technologies You’ll Work With

• CRM and case management platforms (e.g., ServiceNow)
• Knowledge management systems and KCS frameworks
• AI-powered support tools (routing, summarization, virtual assistants)
• Cloud, virtualization, storage, and data protection technologies
• Operational and performance analytics tools

What You’ll Bring

• 10+ years of experience in Technical Support, Customer Success, or similar roles within a software or IT organization
• 5+ years of experience leading large, complex, multi-level teams
• Strong understanding of Technical Support operations, including SLAs, escalation management, and ticket workflows
• Experience with continuous improvement methodologies (Lean, ITIL, Six Sigma)
• Proven track record improving customer satisfaction, operational efficiency, and team engagement
• Experience implementing and scaling Knowledge-Centered Service (KCS)
• Exposure to AI and automation initiatives in customer support environments
• Strong understanding of cloud, virtualization, storage, and data protection technologies
• Excellent communication, leadership, and stakeholder management skills
• Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent experience)

Bonus Skills

• Experience with Veeam products and services, or similar product environments
• Experience supporting virtualization or SaaS-based products
• Experience with budgeting, forecasting, and large-scale resource planning
• Experience driving global transformation initiatives in support organizations

What You’ll Get

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support
• Opportunities to learn and grow through on-demand libraries, mentoring, workshops, and global learning events

Please note: The position is based in San Jose, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

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