Technical Support Engineer I

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Address and resolve customer concerns while representing Backblaze and its offerings.

• Engage with customers through video and phone for information gathering and troubleshooting.

• Handle escalations from account administration and various teams.

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

• Diagnose integrations effectively.

• Serve as a technical resource for Customer Success Managers and sales teams.

• Investigate reported bugs and compile comprehensive QA reports, including logs, behavior patterns, operating system specifics, and application versions.

• Analyze support tickets for patterns and issues, relaying findings to leadership and management.

• Enhance Confluence knowledge-base documentation and facilitate updates to publicly accessible KB articles.

• Conduct integration training sessions through “Get Familiar With” meetings.

• Keep track of issues in systems like JIRA.

• Oversee Backblaze infrastructure outages and alerts ranging from Sev-1 to Sev-4.

• Utilize technical knowledge of Backblaze Backup, B2, S3, and network protocols.

• Establish escalation processes and collaborate cross-functionally with Operations, Site Reliability Engineering (SRE), Technical Account Managers (TAMS), Engineering, and Network Engineering (NetEng).

⛳️ Requirements

• Proven experience in customer-facing technical support roles.

• Basic understanding and proficiency with Linux, MacOS, and Windows operating systems, including Bash, Terminal, CMD, and PowerShell.

• Knowledge and familiarity with networking and filesystem concepts.

• Experience with ticketing systems, JIRA, and Salesforce.

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

• Familiarity with API usage and a basic understanding of Python.

• Comfort with AI Agents and Tools.

• At least 2–3 years of relevant experience.

• Preferred: experience in scripting and automation.

• Preferred: expertise in troubleshooting Backblaze Backup, including error codes, Bztransmit errors, and installation issues.

• Preferred: experience in networking troubleshooting, including CORS, TCP/IP, TLS, and HTTPS.

• Preferred: general knowledge of internet protocols, computing, data collection, and analysis.

• Preferred: familiarity with OpenSearch and Grafana.

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to diversity, equity, and inclusion.

• Backblaze Employee Privacy Notice.