Technical Account Manager

1 hour, 56 minutes ago
Full-time
Mid Level
Customer and Technical Support
Backblaze

Backblaze

Backblaze is a pioneer in robust, scalable low-cost cloud backup and storage services, offering enterprise hot storage, low-cost backup and archive solutions. With the easiest way to back up all files, Backblaze provides unlimited, unthrottled, and unc...

IT Services
251-1K
Founded 2007

Description

  • Create detailed records that document how the service is being used and identify where potential issues could arise.
  • Review customer code and use knowledge of B2 and S3-compatible APIs to understand what user code is doing.
  • Write scripts using the B2/S3-compatible API for testing purposes.
  • Test third-party integrations and document configuration steps, caveats, and training notes.
  • Work closely with Sales, Marketing, Engineering, Operations, and Product Management.
  • Mentor Technical Support Engineers and other team members in technical areas.
  • Provide post-sales support for large customers during the transition from pre-sales to post-sales.
  • Create and implement monitoring tools, dashboards, and alerting to proactively reduce support issues.
  • Work across departments to resolve customers’ unique technical needs.
  • Build rapport and trust with assigned customers through technical support and communication.
  • Perform deep-dive troubleshooting of customer issues using analytical tools and internal system logs.
  • Work with management to help define policies and procedures for the role over time.

Requirements

  • 2-4 years of experience.
  • Comfortable using MacOS, Windows, Linux, and BSD command-line interfaces.
  • Able to create and edit shell configuration files.
  • Intermediate development or scripting skills in any language.
  • Basic understanding of data structures and programming flows.
  • Strong troubleshooting and debugging experience.
  • Ability to understand and use APIs, including creating scripts that use APIs.
  • Working familiarity with Postman or Paw.
  • Strong organizational skills and punctuality.
  • Self-motivated and able to work independently.
  • Strong communication skills for frequent customer contact via phone, chat, and email.
  • Soft skills and de-escalation techniques for working with frustrated or excitable customers.
  • Available for on-call support as needed.
  • Able to learn and use new tools quickly and in an impromptu fashion.
  • Willingness and ability to use AI responsibly to support workflow.

Interested in this position?

Apply directly on the company website

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