The Tier 1 technical support engineer (customer care representative) provides support and troubleshooting via telephone, email and web conferencing.

Responsible for handling new cases according to the Veeam Service Level Agreement (SLA); providing initial support, diagnosing problems and determining the need for escalation

Fortify client relationships focused on 100% customer satisfaction

Document all customer interactions (emails, calls, etc.) accurately and within SLA in our CRM tool

Ensure proper and consistent communication of issue status to customers, sales representatives and senior engineers

Perform troubleshooting and analysis, including log file investigation