Technical Support Engineer I - Backblaze

About Backblaze

Backblaze is the object storage leader in the open cloud movement, fueling customer success with cloud storage built purposefully to unlock budgets, unburden administrators, and unleash innovators. Together with our partners, we’re helping customers break free from restrictive, overpriced legacy solutions and blaze forward with the full power of the open cloud in their hands.

About the Role

This role combines foundational curiosity with growing technical expertise to resolve complex customer issues involving Backblaze products and third-party integrations. The Technical Support Engineer demonstrates initiative, analytical detail, and a commitment to professional communication while taking action on technical issues ranging from individuals and small businesses up to Enterprise customers.

Key Responsibilities

• Handle and resolve customer issues, driving problems to resolution while acting as an ambassador for Backblaze and its products.
• Communicate directly with customers via video/phone call for information gathering and troubleshooting needs, utilizing call control and de-escalation skills.
• Manage escalations received from the account administration team and other internal groups.
• Provide Silent Install Troubleshooting for the Backblaze Backup Client and Silent Installer/Enterprise Deployment Support.
• Troubleshoot a variety of third-party integrations.
• Act as a technical resource to CSMs and other sales teams.
• Conduct detailed investigations of reported bugs to provide Quality Assurance (QA) with detailed reports (including error logs, behavior patterns, OS specifics, and application versions).
• Review support tickets for potential trends and issues, focusing on integrations, and provide trend reporting to leadership.
• Expand internal and public documentation, including Log and Error Confluence Knowledge Base expansion.
• Provide integration training to the team via "Get Familiar With" sessions.
• Track issues using task management systems like JIRA.
• Monitor Backblaze infrastructure outages and alerts (Sev-1 through Sev-4).
• Utilize advanced technical knowledge of Backblaze products (Backup/B2/S3) and network protocols (TCP/IP, UDP, DNS, HTTPS, Telnet/MTR).
• Implement processes to escalate issues and work cross-functionally with Operations, SRE, TAMs, Engineering, and NetEng.

Qualifications

• Minimum 2–3 years of experience in customer-facing technical support.
• Foundational understanding and competency with Linux, macOS, and Windows operating systems, including command-line interfaces (Bash, Terminal, CMD, PowerShell).
• Competence and familiarity with technical concepts involving networking and filesystems.
• Familiarity with task tracking and management systems (ticketing, JIRA, Salesforce).
• Experience with API usage and Python (installation and basic usage).
• Comfortable using AI agents and tools to enhance productivity.
• Ability to learn new technologies quickly with a drive for personal development.

Nice to Have

• Advanced expertise with text shells (PowerShell, Bash, Terminal).
• Scripting and automation experience or familiarity.
• Backblaze Backup troubleshooting expertise, including error codes, Bztransmit errors, and installation errors.
• Network troubleshooting experience, including knowledge of CORS, TCP/IP, TLS, and HTTPS.
• General knowledge of internet protocols, computing, data collection, and analysis.
• Familiarity with data visualization tools (OpenSearch and Grafana).