Cloud Backup Support Engineer I

Backblaze; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Backblaze is seeking a customer-facing technical support engineer to help customers resolve issues across cloud backup and storage products. You will work with operating systems, networks, and third-party integrations, guiding customers from initial contact to resolution.

You will troubleshoot deployments, investigate defects, and collaborate with quality and engineering teams. Strong communication and a willingness to learn are essential.

Qualifications

• 2–3 years of customer-facing technical support experience.
• Familiar with Linux, macOS and Windows, including command-line tools such as Bash, Terminal, Command Prompt, or PowerShell.
• Foundational knowledge of networking and filesystems, with the ability to investigate issues methodically.
• Familiarity with ticketing or work-tracking systems and confidence learning new tools and technologies.
• Experience using APIs and familiarity with installing or using Python.
• Clear written and verbal communication, sound judgment, and comfort using AI tools to support day-to-day work.

Responsibilities

• Own customer cases through resolution, gathering information by phone or video and using clear communication to manage difficult interactions.
• Troubleshoot client installations, silent deployments for enterprise environments, and integrations with other services.
• Investigate suspected product defects and provide quality teams with evidence such as logs, operating system details, application versions, and observed behavior.
• Coordinate escalations with operations, engineering, networking, and customer-facing teams; track work and monitor service alerts.
• Review cases for recurring integration problems, report trends, and improve internal and public troubleshooting documentation.
• Share product and integration knowledge with colleagues and support customer-facing teams with technical questions.

Skills

Customer-facing support

Linux

macOS

Windows

Bash/PowerShell

Networking basics

APIs

Python

Communication skills

AI tools

Job description

Backblaze is seeking a customer-facing technical support engineer to help customers resolve issues across cloud backup and storage products. You will work with operating systems, networks, and third-party integrations, guiding customers from initial contact to resolution.

You will troubleshoot deployments, investigate defects, and collaborate with quality and engineering teams. Strong communication and a willingness to learn are essential.