Support Administration Specialist

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 Administration Specialist!

About the role:

The Account Administration Specialist is a customer-facing role responsible for maintaining customer account health. This involves managing administrative requests, resolving billing and product activation issues, guiding customers on product use and security, and answering basic Backblaze client questions, including installation and uninstallation. Additionally, this role serves as the initial point of contact for triaging and escalating technical matters to the appropriate technical team.

What You’ll Do:

• Provide support to customers through chat and ticketing systems for various account issues, including billing adjustments, cancellations, and refunds.
• Guide customers through the process of product activation and licensing.
• Manage and update customer personal account information.
• Instruct customers on how to use product features within the web interface and client.
• Support customers with setting up security configurations and maintaining general account health.
• Triage technical matters and effectively escalate them to the technical team.

The Right Fit:

• Familiarity with Zendesk or similar customer ticketing systems.
• Proven experience in customer interfacing and support.
• Strong verbal and written communication skills for interactions across phone, email, and chat.
• Ability to quickly learn new systems and product information.
• High attention to detail.
• Proficiency in basic troubleshooting steps, including web browser navigation and clearing cookies.
• Understanding of application installation and uninstallation processes.
• Experience working with both Mac and Windows operating systems.
• Minimum 1-2 years experience

At this point, we hope you're feeling excited about the job description you're reading. Even if you don't 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.

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.