Support Technician

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 $100m 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 Support Technician!

What You’ll Do

• Answer questions commonly found in the FAQ.
• Help users install and uninstall programs on Mac and PC.
• Use clear communication via email and live chat.
• Learn how to navigate the Zendesk support tool and create helpful macros and workflow views.
• Respond to all tickets assigned to you in a timely manner.
• Collaborate with the Support Team daily in person and/or via video conferencing
• Ask questions of Senior agents to grow your knowledge base.
• Obtain skills and knowledge for growth and advancement.
• Develop a de-escalating tone in written communications.
• Learn to troubleshoot difficult technical issues.
• Learn to recognize and identify patterns in incoming tickets and chats and escalate those trends to Support Leadership
• The schedule for this position after training is Saturday - Wednesday
  
  

The Right Fit

• Excellent communication, time management, core troubleshooting, problem-solving, and organizational skills.
• A desire to learn new skills and software.
• The ability to learn quickly.
• Strong familiarity with at least one of the following operating systems: Windows, MacOS
• The ability to commute to the San Mateo Office (strongly preferred but flexible)
  
  

Bonus Points For

• Familiarity with the Windows and Linux/Unix command line
• Knowledge to generate and review Windows and MacOS process lists
• Understanding of API's
• Ability to create, understand, and run scripts
  
  

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't feel you meet every requirement, we still encourage you to apply. Learning, developing, and growing are key parts of our culture. We're eager to meet people who believe in our mission and can contribute to our team in various ways. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

Backblaze Perks

• 100% healthcare for family
• Dental and vision plan
• 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
• Culture that supports a healthy work-life balance
  
  

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 $48,000 to $58,000

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.

To understand more about the data we collect and process as part of your application, please view our Backblaze Employee Privacy Notice.

Salary : $48,000 - $58,000