Technical Account Manager

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/scripting language. Basic understanding of data structures and programming flows. Strong Organizational skills Self-motivated with the ability to work independently. Extensive troubleshooting/Debugging experience. Being able to understand API’s, use of API’s, and creating scripts that utilize API’s will be necessary for this role Working familiarity with Postman or Paw Soft skills and knowledge in de-escalation techniques for frustrated or excitable customers Punctuality, keeping a schedule and working within a time frame is critical for this role Strong communication skills as this role will be in frequent contact with customers via phone, chat and email Available for on call support as needed Ability to learn new tools and utilize them in an impromptu fashion Willingness and ability to use AI, responsibly, to help with the workflow. Minimum 2-4 years experience At this point, we hope you're feeling excited about the job description you're reading. Even if you don't meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. At Backblaze, we value being fair and good to our customers, partners, and employees. That’s why diversity, equity, and inclusion are at the core of our values. We are committed to fostering a workforce where all employees feel a sense of belonging regardless of race, ethnicity, nationality, gender, sexual orientation, age, religion, socio-economic status, ability, veteran status, and education. We believe that our dedication to cultivating a diverse workspace not only allows us to better serve our customers in over 175 countries but further reinforces our commitment to doing the right thing. We are proud to be an Equal Opportunity Employer. To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice. #LATAM