About the Role

Backblaze is at an inflection point. Our enterprise customer base is growing fast, our Technical Account Manager team is delivering exceptional results, and the opportunity in front of us demands that we invest in the leadership and infrastructure to match that momentum.

We're looking for a Director of Enterprise Support to lead and scale this function. You'll own how we deliver support to our most strategic customers - setting the standard for what excellent enterprise support looks like at Backblaze, developing a team of highly skilled Technical Account Managers, and building the operational foundation that lets us grow without sacrificing quality.

You'll report to the Senior Director of Customer Support within the broader Customer Success organization and lead a team of 7-8 Technical Account Managers. This is a people and business leadership role - the TAMs bring deep technical expertise, and you bring the operational rigor, coaching, and strategic vision to elevate the entire function.
What You'll Do

• Lead and develop the team. Manage, coach, and grow a team of 7-8 Technical Account Managers. Invest in their development, raise the performance bar, and build a team culture where exceptional work is the norm.
• Own enterprise customer outcomes. Partner with Sales, Customer Success, and Product to ensure our most strategic customers are receiving a consistently excellent, proactive support experience that reflects the Backblaze standard.
• Scale the operating model. As our enterprise customer base grows, build the delivery frameworks, workflows, and service standards that allow the team to scale with it - without losing what makes us great.
• Drive operational performance. Establish the KPIs, reporting cadences, and feedback loops that give leadership clear visibility into how enterprise support is performing - and where to invest next.
• Build for scale. Identify the tooling, automation, and process improvements that increase capacity and consistency as we grow - so headcount isn't the only answer.
• Be the connective tissue. Work cross-functionally with Engineering, Product, and Sales to resolve escalations, influence roadmap priorities, and ensure the enterprise customer voice is represented internally.
• Codify and elevate. Partner with the Principal TAM and Senior Director to turn the team's deep expertise into repeatable, trainable processes that raise the floor across the entire function.

The Right Fit

This is a specific hire for a specific moment. We need a seasoned operational leader who knows how to scale a high-performing team - someone who brings structure and strategy without slowing down what's already working.

Dimension

What We're Looking For

Operations background

You've scaled a service delivery function before. You know how to build operating models that hold up under growth and how to get a team performing consistently at a high level.

People leadership

You've led teams of technical individual contributors and know how to develop, retain, and get the best out of people who are deeper in the technical weeds than you are.

Enterprise experience

You've worked with large, complex enterprise customers and understand the stakes, the expectations, and the relationship dynamics that come with it.

Process builder

You know how to build structure that scales without creating bureaucracy. You make teams faster and more consistent - not slower.

Cross-functional influence

You've driven alignment across Engineering, Product, Sales, and Customer Success without direct authority. You build credibility through clarity, follow-through, and results.

Data orientation

You use data to understand what's working, what isn't, and where to focus. You're comfortable building reporting frameworks and presenting operational performance to senior leadership.

Comfort with ambiguity

You thrive in a fast-moving environment. You ask good questions, move with incomplete information, and make sound judgment calls under pressure.
Bonus Points For

• Experience scaling a TAM, CSM, or technical support function at a SaaS or cloud infrastructure company
• Background leading through a period of rapid growth or significant organizational change
• Familiarity with cloud storage, developer tools, or infrastructure products - even if you're not an engineer yourself
• Experience building or managing enterprise tiered service offerings

Backblaze Perks

• Healthcare for family, including dental and vision
• 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

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 $160,000 - $175,000