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.
We’re building a new global Production Engineering (Prod Eng) function to serve as the bridge between Technical Support and Engineering. As Manager, you will lead this team to reduce the time it takes to resolve customer-impacting issues, empowering Technical Support with better escalation pathways, and keep SRE focused on strategic reliability work.
Your team will operate a 24×7 follow-the-sun model, owning escalations from Technical Support, driving down handle times, identifying incidents, and leading analysis of tickets to spot recurring issues. By turning insights into systemic improvements, you’ll make our products more resilient while improving customer satisfaction at scale.
Your tasks will include:
- Build and manage a global Production Engineering team spanning multiple regions
- Design and operate a follow-the-sun model to guarantee 24×7 ownership of Tier 3 escalations
- Collaborate with key stakeholders to define escalation workflows, runbooks, and handoff practices between Technical Support, Prod Eng, SRE, and Product Engineering teams
- Ensure escalated issues are triaged, mitigated, and resolved quickly
- Drive down case handle times by improving ticket ownership, providing clear measurements, and returning actionable guidance to Support teams
- Lead trend analysis of escalations and tickets; identifying common themes, recurring issues, and fixes including feature requests, bug reports, and incidents
- Partner with stakeholders to drive systemic improvements leveraging insights from ticket analysis
- Reduce handle times and improve overall customer experience in collaboration with Support by training agents, building runbooks, and pushing resolution closer to the first line of support
- Oversee tool integration (e.g., ServiceNow ↔ Jira) to streamline escalation workflows and maintain accountability
- Coach Production Engineers in troubleshooting, incident management, and automation
- Champion automation of repetitive tasks to reduce manual toil and increase team efficiency
What we expect from you:
- 7+ years in Production Engineering, Technical Support, or similar in B2B SaaS environments
- 3+ years in a leadership role, including hiring, coaching, and performance management
- Demonstrable use of data-driven approaches to improving the customer support experience
- Strong understanding of incident management, root cause analysis, and troubleshooting
- Excellent cross-functional communication and ability to align diverse stakeholders
- Proven experience managing globally distributed or shift-based teams
What will be an advantage:
- Hands on experience with ServiceNow, Jira, Azure DevOps, and/or observability/monitoring tools
- Experience leveraging AI to reduce handle times and overall number of escalations
- Prior work with SRE, DevOps, or Technical Operations teams
- Background in automation, scripting, or tooling to reduce manual effort
- Familiarity with cloud platforms (Azure, AWS, or GCP)
We offer:
- Premium healthcare program for you, your spouse, and your children
- Annual vacation and sick days
- Meal vouchers
- Subscription for public transportation
- Mobile phone plan
- MultiSport card
- Cafeteria Benefit Plan allowing you to customize your benefit package with an annual budget to spend on a variety of benefits such as travel, sport, wellness, and education
- Veeam Care Days – additional 24 hours for your volunteering activities
- 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 the Czech Republic, 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 the Czech Republic.
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.
