Director, Technical Support, VBR, Americas

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 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. #LI-FT1#LI-HYBRID 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. By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.