Technical 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

Role overview

Resolve technical issues for customers using cloud backup and storage products, including problems involving operating systems, networks, and third-party integrations. The work spans direct customer troubleshooting, escalation management, incident monitoring, and detailed investigation that helps quality and engineering teams diagnose defects.

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.

Requirements

• Two to three years of customer-facing technical support experience.
• Working familiarity 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.

Nice to have

• Scripting or automation experience and stronger command-line skills.
• Experience troubleshooting backup clients, installation failures, transfer errors, and network topics such as TCP/IP, TLS, HTTPS, or CORS.
• Familiarity with data collection, analysis, or visualization tools such as OpenSearch or Grafana.