Technical Account Manager - Post-Sales

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, were 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 $100m in revenue 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 are seeking a Technical Account Manager!

What Youll 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 customers code is doing and having the knowledge of the B2 and S3 compatible APIs 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 and Product Management.

• Mentor support agents in various technical areas.

• Post Sales support for large customers; take part in SE 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 developer customers unique needs

• Be a liaison to our larger customers and reach out to them for technical checkup on a scheduled basis.

Other responsibilities may arise over time as this role will be very fluid over the first couple of years. Working closely with the manager will be needed to solidify policies and procedures for this role.

The Right Fit:

• 1-2 years of relevant experience

• Comfortable with MacOS, Windows, Linux and BSD command line interfaces.

• Understand and be able to create/edit shell configuration files.

• Novice development skills in any type of Development/scripting language.

• Basic understanding of data structures and program flows.

• Organization.

• Extensive troubleshooting/Debugging experience.

• Being able to understand APIs, use of APIs, and creating scripts that utilize APIs will be necessary for this role

• Familiar with all major OSes and be able to utilize the command line effectively

• Working familiarity with Postman and Paw

• Flow chart creation

• 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

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't feel you 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.

Backblaze Perks:

• 100% healthcare for family

• Competitive compensation and 401k

• Full-time employees receive option grants

• Flexible vacation policy

• MacBook Pro to use for work plus a generous stipend to personalize your workstation

• Fully stocked micro kitchens and strong coffee

• Childcare bonus (human children only)

• Pet-friendly office

• Generous skills training policy to continue your professional development

• Culture that supports healthy work-life balance

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors, including candidate location, skills, depth of work experience, and relevant licenses/credentials, and may vary from the amounts listed below.

The base pay range for this position is $75,000 to $93,000

At Backblaze, we value being fair and good to our customers, partners, and employees. Thats 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.

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