Technical Support Engineer I

About the Role

This role combines foundational curiosity with growing technical expertise to resolve complex customer issues involving Backblaze products and 3rd 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.

What you'll do

• Handle and resolve customer issues, driving issues to resolution, and acting as an ambassador of 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 groups.
• Provide Silent Install Troubleshooting for the Backblaze Backup Client and Silent Installer/Enterprise Deployment Support.
• Troubleshoot a variety of integrations.
• Act as a technical resource to the CSM and other sales teams.
• Conduct detailed investigation of reported 'Bugs' to provide Quality Assurance (QA) a detailed report, including QA Data Collection (Error logs, Behavior patterns, OS specifics, Application version).
• Review support tickets for potential trends/issues, focusing on integrations, and providing trend reporting to Leadership/Management.
• Expand and contribute to documentation, including Log and error Confluence KB expansion, and communicating updates to the Technical Writing team for public-facing KB Articles.
• Provide Integration Training to the team via 'Get Familiar With' meetings.
• 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(ICMP)).
• Implement processes to escalate issues and work cross-functionally with other teams (Operations, SRE, TAMS, Engineering, NetEng).

The Right Fit

• Experience in customer-facing technical support.
• Foundational Understanding and competency with Linux, MacOS, and Windows operating systems, including text shells (Bash, Terminal, CMD, PowerShell).
• Competence and familiarity with technical concepts involving networking and filesystems.
• Familiarity with task tracking and management systems (ticketing, JIRA, Salesforce).
• Ability to learn new technologies quickly and a drive for personal development.
• Experience with API usage and Python familiarity (installation and use).
• Comfortable with AI Agents and Tools to enhance productivity.
• Minimum 2-3 years of experience.