Director, Enterprise Support

Responsibilities

• Lead and develop a team of 7–8 Technical Account Managers, focusing on coaching, performance, and professional growth.
• Own enterprise customer outcomes by partnering with Sales, Customer Success, and Product to ensure proactive and excellent support.
• Scale the operating model by building delivery frameworks, workflows, and service standards to support a growing customer base.
• Drive operational performance through the establishment of KPIs, reporting cadences, and feedback loops.
• Identify and implement tooling, automation, and process improvements to increase team capacity and consistency.
• Act as cross-functional connective tissue between Engineering, Product, and Sales to resolve escalations and influence product roadmaps.

Requirements

• Proven experience scaling service delivery functions and building operating models that support rapid growth.
• Strong people leadership experience, specifically managing teams of technical individual contributors.
• Extensive experience managing complex enterprise customer relationships and expectations.
• Demonstrated ability to build scalable processes and structures without creating unnecessary bureaucracy.
• Ability to influence cross-functionally across Engineering, Product, and Sales teams.
• Data-driven approach to decision-making and operational performance reporting.
• Comfort navigating ambiguity and making sound judgment calls in a fast-moving environment.

Preferred Qualifications

• Experience scaling a TAM, CSM, or technical support function within a SaaS or cloud infrastructure company.
• Background leading teams through periods of rapid organizational change or high growth.
• Familiarity with cloud storage, developer tools, or infrastructure products.
• Experience building or managing tiered enterprise service offerings.

Benefits

• Healthcare for family, including dental and vision.
• Competitive compensation, 401K, and RSU grants.
• ESPP program and flexible vacation policy.
• Maternity and paternity leave.
• MacBook Pro and a generous workstation stipend.
• Childcare bonus and fertility treatment support.
• Learning and development programs.

About the Company

Backblaze is the object storage leader in the open cloud movement, helping customers break free from restrictive, overpriced legacy solutions. Founded in 2007 and a Nasdaq-listed company, Backblaze manages over three billion gigabytes of data for over 500,000 customers worldwide.