Application Support Analyst

Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world's biggest brands. The future of data resilience is here - go fearlessly forward with us.

About the Role

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.

What You'll Do

• 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 You'll Bring

• 2+ years of work experience
• 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

Bonus Skills

• Knowledge of Salesforce
• Knowledge of Python

What You'll Get

• Paid time off includes vacation plus three extra global VeeaMe Days for self-care
• Private health, dental, and vision insurance for employees and dependents
• Mental health support with up to 12 free therapy sessions
• Private hospital coverage for planned and emergency care
• Monthly lifestyle and daily meal benefits
• Life, critical illness, and disability insurance
• One paid volunteer day annually through Veeam Cares
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, 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.

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.

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