Director, Enterprise Support

Backblaze; United States; On-site; USD 160,000 - 175,000; Full time

Benefits offered by this job

Healthcare for family

Competitive compensation

401K

RSU grants for full‑time employees

ESPP program

Flexible vacation policy

Maternity & paternity leave

MacBook Pro stipend

Commuter benefits

Job summary

Backblaze is seeking a Director of Enterprise Support to lead and scale our Technical Account Manager team, delivering exceptional outcomes for our most strategic customers and setting the standard for enterprise support.

You will partner with Sales, CS, and Product, build scalable delivery models, define KPIs, and drive improvements across engineering and operations to enable growth without sacrificing quality.

Qualifications

• Seasoned operational leader with proven scale of high-performing teams.
• Experience leading TAM/CSM or technical support at SaaS/cloud infra.
• Excellent cross-functional collaboration with Engineering, Product, Sales, and CS.

Responsibilities

• Lead and develop 7–8 Technical Account Managers, coaching and elevating performance.
• Partner with Sales, CS, and Product to deliver proactive, high-quality enterprise support.
• Scale delivery frameworks, workflows, and service standards to match growth.
• Establish KPIs and reporting cadences for leadership visibility.
• Identify tooling and processes to increase capacity without adding headcount.
• Collaborate with Engineering, Product, and Sales to resolve escalations and guide roadmap.
• Codify expertise into repeatable, trainable processes for the function.

Skills

People leadership

Operations background

Enterprise experience

Process builder

Cross-functional influence

Data orientation

Comfort with ambiguity

Job description

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, we’re 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 $125m 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 Director, Enterprise Support to join our team!

About the Role

Backblaze is at an inflection point. Our enterprise customer base is growing fast, our Technical Account Manager team is delivering exceptional results, and the opportunity in front of us demands that we invest in the leadership and infrastructure to match that momentum.

We're looking for a Director of Enterprise Support to lead and scale this function. You'll own how we deliver support to our most strategic customers — setting the standard for what excellent enterprise support looks like at Backblaze, developing a team of highly skilled Technical Account Managers, and building the operational foundation that lets us grow without sacrificing quality.

You’ll report to the Senior Director of Customer Support within the broader Customer Success organization and lead a team of 7–8 Technical Account Managers. This is a people and business leadership role — the TAMs bring deep technical expertise, and you bring the operational rigor, coaching, and strategic vision to elevate the entire function.

What You'll Do

• Lead and develop the team. Manage, coach, and grow a team of 7–8 Technical Account Managers. Invest in their development, raise the performance bar, and build a team culture where exceptional work is the norm.
• Own enterprise customer outcomes. Partner with Sales, Customer Success, and Product to ensure our most strategic customers are receiving a consistently excellent, proactive support experience that reflects the Backblaze standard.
• Scale the operating model. As our enterprise customer base grows, build the delivery frameworks, workflows, and service standards that allow the team to scale with it — without losing what makes us great.
• Drive operational performance. Establish the KPIs, reporting cadences, and feedback loops that give leadership clear visibility into how enterprise support is performing — and where to invest next.
• Build for scale. Identify the tooling, automation, and process improvements that increase capacity and consistency as we grow — so headcount isn't the only answer.
• Be the connective tissue. Work cross-functionally with Engineering, Product, and Sales to resolve escalations, influence roadmap priorities, and ensure the enterprise customer voice is represented internally.
• Codify and elevate. Partner with the Principal TAM and Senior Director to turn the team's deep expertise into repeatable, trainable processes that raise the floor across the entire function.

The Right Fit

This is a specific hire for a specific moment. We need a seasoned operational leader who knows how to scale a high-performing team — someone who brings structure and strategy without slowing down what's already working.

Operations background

You've scaled a service delivery function before. You know how to build operating models that hold up under growth and how to get a team performing consistently at a high level.

People leadership

You've led teams of technical individual contributors and know how to develop, retain, and get the best out of people who are deeper in the technical weeds than you are.

Enterprise experience

You've worked with large, complex enterprise customers and understand the stakes, the expectations, and the relationship dynamics that come with it.

Process builder

You know how to build structure that scales without creating bureaucracy. You make teams faster and more consistent — not slower.

Cross-functional influence

You've driven alignment across Engineering, Product, Sales, and Customer Success without direct authority. You build credibility through clarity, follow-through, and results.

Data orientation

You use data to understand what's working, what isn't, and where to focus. You're comfortable building reporting frameworks and presenting operational performance to senior leadership.

Comfort with ambiguity

You thrive in a fast-moving environment. You ask good questions, move with incomplete information, and make sound judgment calls under pressure.

Bonus Points For

• Experience scaling a TAM, CSM, or technical support function at a SaaS or cloud infrastructure company
• Background leading through a period of rapid growth or significant organizational change
• Familiarity with cloud storage, developer tools, or infrastructure products — even if you’re not an engineer yourself
• Experience building or managing enterprise tiered service offerings

Backblaze Perks

• Healthcare for family, including dental and vision
• Competitive compensation and 401K
• RSU grants for full‑time employees
• ESPP program
• Flexible vacation policy
• Maternity & paternity leave
• MacBook Pro to use for work, plus a generous stipend to personalize your workstation
• Childcare bonus (human children only)
• Fertility treatment and support
• Learning & development program
• Commuter benefits

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 $160,000 - $175,000

At Backblaze, we value being fair and good to our customers, partners, and employees. That’s 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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