Technical Support Training Consultant

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 RD, 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, RD, 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 Rep ... (truncated, view full listing at source)