Technical Account Manager - 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 the restrictive, overpriced legacy solutions that hold them back, and blaze forward with the full power of the open cloud in their hands.

Founded in 2007, we scaled the business with less than $3 million in outside funding until 2021, when we did a traditional IPO on the Nasdaq stock exchange. Today, Backblaze generates over $136M ARR and is the leading specialized storage cloud, managing over three billion gigabytes of data storage for 500K+ customers in 175+ countries, including businesses, developers, IT professionals, and individuals.

But while there is a lot to celebrate in our past, there is almost as much opportunity ahead of us. We’re seeking a Technical Account Manager to join our team!

About the Role:

What You’ll Do:

• Create historic records that clearly outline how our service is being utilized and pinpointing where possible issues could arise.
• Parse code visually to see what the customer’s code is doing and having the knowledge of the B2 and S3 compatible API’s to discern what is going on in the user code.
• Write scripts that involve the B2/S3 compatible API for testing.
• Test 3rd party integrations and doing deep drives to learn the ins and outs of all of the integrations, while documenting quick configuration, caveats and other useful information to help in training.
• Work closely with members of other teams, including Sales, Marketing, Engineering, Operations and Product Management.
• Mentor Technical Support Engineers and others, in various technical areas.
• Post Sales support for large customers; take part in Solution Engineer calls and slack/email conversations with large customers as they transition from pre- to post-sales
• Create, Implement and use monitoring tools to proactively address common support issues before widespread impact to the customer base, including creation of monitoring dashboards and alerting
• Interact at a cross-departmental level to bring resolution to customer’s unique needs
• Build rapport and trust with assigned customers in technical matters
• Perform deep-dive technical troubleshooting of customer issues using analytical tools and internal system logs

Other responsibilities may arise over time. Working closely with the manager will be needed to solidify policies and procedures for this role.

The Right Fit:

• Comfortable with MacOS, Windows, Linux and BSD command line interfaces.
• Understand and be able to create/edit shell configuration files.
• Intermediate development skills in any type of Development/script