Job Description

Company Description NAKIVO is a US-based corporation focused on delivering advanced backup, ransomware protection, and disaster recovery solutions for virtual, physical, cloud, and SaaS environments. The company is recognized as one of the fastest-growing vendors in its field, with 24 consecutive quarters of double-digit growth and strong 5-star reviews from the online community. NAKIVO maintains a 98% customer satisfaction rate for support and collaborates with a global network of over 8,000 partners. More than 16,000 active customers across 185 countries rely on NAKIVO to protect their data, including well-known organizations such as Honda, Cisco, Coca-Cola, and Siemens. The company offers a dynamic environment for professionals who want to contribute to high-impact data protection solutions.
Role Description The Support Engineer Level 2 role is a full-time, on-site position based in Ho Chi Minh City, Vietnam. The Support Engineer Level 2 will handle advanced technical support cases, diagnose and troubleshoot complex issues related to backup, recovery, and ransomware protection solutions, and work closely with customers and partners to resolve problems efficiently. Day-to-day responsibilities include analyzing support tickets, replicating issues in test environments, documenting solutions, and escalating cases when necessary. The role involves collaborating with Level 1 support, engineering, and product teams, contributing to knowledge base articles, and helping improve support processes and product quality. The Support Engineer Level 2 is expected to deliver responsive, high-quality customer service while maintaining clear and professional communication.
Qualifications

Strong troubleshooting skills for complex software, network, and system issues.
Experience in technical support, including handling escalated cases and root cause analysis.
Background in customer support and customer service, with a focus on clear, empathetic communication.
Working knowledge of operating systems (Windows, Linux, macOS) and basic networking concepts.
Relevant technical education or equivalent experience in IT, Computer Science, or related fields.
Ability to read and interpret logs, use diagnostic tools, and follow structured problem-solving approaches.
Proficiency in English for written and verbal communication; additional languages are an advantage.
Experience with backup, virtualization (e.g., VMware, Hyper-V), cloud platforms, or security solutions is a plus.
Strong organizational skills, attention to detail, and ability to work effectively in a fast-paced environment.