While most of the team can answer questions related to all Backblaze products, a few of the Techs focus on specific areas like business or B2. The queries come from customers as well as administrators from business accounts. While the data center staff is more project-oriented, with a team that bands together to finish big projects, the support team constantly manages a stream of incoming inquiries, which they mostly have to deal with individually. Ryan Kilby, a former member of the Support team who now works in one of our data centers, described how the two teams had different vibes to them.
#Backblaze support archive
Queries range from simple (“How do I archive disk images of my servers on B2”), to complex (“I need to set up a content delivery network and make sure that I can economically distribute this video file that I am creating”). Other questions, especially those related to B2, our cloud storage product, can get a bit more complex. Some questions are fairly straightforward-covering topics like storing data, ensuring that a hard drive is backed up, or backing up a new computer. The team helps customers with technical issues about anything and everything.
They address the issues as they arrive and work to close out each one in turn. What this means is that new challenges flow into each of the Tech’s queues all day long. Same with chat-as users reach out, they get routed to whoever is available for a response. When a customer submits a ticket, it gets distributed to the next available Support Technician. The Support team uses Zendesk, a customer service management application, to handle their workload. Other than our on-call staff, the Support team is one of only two departments at Backblaze (the other being our Data Center Team) that has staff officially on the clock every day of the week.ĪWS achieves FedRAMP P-ATO for 20 services in the AWS US East/West Regions and AWS GovCloud (US) Regions Support Techs are available to share their knowledge and help customers seven days a week they’re committed to responding to tickets within 24 hours and they will respond to chats in real-time (provided they’re received during work hours). Most customers that have technical issues while using Backblaze contact Support by either sending in a ticket or chatting live with a Support Technician. In short, we wanted to offer a little “support” to Support. So we wanted to take a moment to call attention to the amazing feats that Support achieves every day, because it feels like their superhuman efforts, and the quirky culture they’ve spawned, sometimes fly under the radar.
With a team of just 14, they quietly solve thousands of problems on a weekly basis, all while keeping things impressively fun. They shoulder the majority of whatever negative feedback we receive and often take lead on reporting the most critical performance issues to our engineering staff. These often-unsung heroes are our first responders for technical issues and customer complaints. Post Syndicated from Ramya Ramamoorthy original Īt Backblaze, we’re exceedingly proud of our on-site, US-based Support team.
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