Technical Support Engineer I

BackblazeCloud storage

Remote - Colombia ; Remote - Costa Rica ; Remote - MexicoFull-TimeJunior

Salary not disclosed

Apply NowOpens the employer's application page

Job Details

Have at least 2-3 years of experience.
Have experience in customer-facing technical support.
Demonstrate foundational understanding of Linux, macOS, and Windows operating systems.
Be familiar with text shells, including Bash, Terminal, CMD, and PowerShell.
Have competence with networking and filesystem concepts.
Be familiar with ticketing and task management systems, including JIRA and Salesforce.
Have experience using APIs and familiarity with Python installation and use.
Be comfortable using AI agents and tools to enhance productivity.
Be able to learn new technologies quickly.

Handle customer issues and drive them to resolution.
Communicate with customers by video or phone to gather information and troubleshoot.
Manage escalations from the account administration team and other groups.
Troubleshoot Backblaze Backup Client silent installations, Enterprise deployments, and integrations.
Investigate reported bugs and provide QA with detailed reports and collected data.
Review support tickets for trends and report findings to leadership and management.
Expand technical documentation and coordinate updates to public-facing knowledge base articles.
Provide integration training to the team and track issues using task management systems such as JIRA.
Monitor Backblaze infrastructure outages and alerts.
Work cross-functionally to escalate issues and resolve customer problems.

View Full Description & ApplyYou'll be redirected to the employer's site