Technical Support Engineer

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Address and resolve customer concerns, guiding issues to resolution while representing Backblaze and its offerings.

• Interact directly with customers through video and phone calls to gather information and assist with troubleshooting, employing call control and de-escalation techniques.

• Handle escalations from the account management team and other departments.

• Offer Silent Install Troubleshooting for the B1 Client and support for Silent Installer/Enterprise Deployment.

• Diagnose various integration issues.

• Serve as a technical resource for the Customer Success Manager (CSM) and other sales teams.

• Perform thorough investigations of reported bugs to provide Quality Assurance (QA) with a comprehensive report, including QA Data Collection (error logs, behavior patterns, operating system specifics, application versions).

• Analyze support tickets for emerging trends or issues, particularly regarding integrations, and report findings to Leadership/Management.

• Contribute to documentation efforts, including expanding the Log and error Confluence Knowledge Base and updating the Technical Writing team for public-facing Knowledge Base articles.

• Facilitate Integration Training for the team through "Get Familiar With" sessions.

• Track issues utilizing task management systems such as JIRA.

• Monitor B1/B2 infrastructure outages and alerts (from Severity 1 through Severity 4).

• Leverage advanced technical knowledge of Backblaze Products (B1/B2/S3) and network protocols (TCP/IP, UDP, DNS, HTTPS, Telnet/MTR (ICMP)).

• Establish processes for escalating issues and collaborating cross-functionally with other teams (Operations, SRE, TAMS, Engineering, NetEng).

⛳️ Requirements

• Proven experience in customer-facing technical support.

• Fundamental understanding and proficiency with Linux, MacOS, and Windows operating systems, including command-line interfaces (Bash, Terminal, CMD, PowerShell).

• Knowledge and familiarity with technical concepts related to networking and filesystems.

• Experience with task tracking and management systems (ticketing, JIRA, Salesforce).

• Capacity to quickly learn new technologies and a commitment to personal development.

• Familiarity with API usage and basic knowledge of Python (installation and usage).

• Comfort with AI agents and tools to boost productivity.

• A minimum of 2-3 years of relevant experience.

🏝️ Benefits

• Opportunities for professional development.

• Flexible working arrangements.