Wasabi Technologies is a fast-growing company in the Cloud Storage industry, recognized as one of the best places to work in Boston. The Principal Cloud Support Engineer will serve as the highest-level technical resource within the Support team, managing escalations and providing technical leadership to enhance customer satisfaction and support operations.
Responsibilities:
- Act as the highest escalation point for the Technical/Cloud Support team for complex customer issues
- Lead root cause investigations and collaborate with Engineering to resolve protocol, performance, or interoperability challenges
- Own and deliver the technical training program for Support, including onboarding, advanced troubleshooting techniques, and documentation
- Provide technical advisory and white-glove support to Wasabi’s strategic enterprise customers and partners
- Oversee escalation workflows and ensure consistent handling of high-severity customer incidents
- Engage with Wasabi Sales, Product, and Development engineers worldwide to improve Wasabi’s services and customer experience
- Mentor and coach Technical/Cloud Support Engineers and Senior Technical/Cloud Support Engineers to elevate team capabilities
- Drive improvements in supportability, diagnostic tooling, automation opportunities, and internal processes
- Create and maintain advanced troubleshooting guides, KB articles, and internal knowledge documentation
Requirements:
- Expert-level hands-on experience with AWS S3 Cloud Storage or compatible object storage
- Bachelor of Science degree in Network/System/Computer Science
- 10+ years of relevant work experience
- 10+ years of experience in technical support, network operations, or cloud infrastructure roles
- Extensive experience supporting mission-critical systems that operate 24x7x365
- Deep understanding of backup software, applications using APIs & SDKs, and object storage integrations
- Strong knowledge of Linux and networking protocols such as HTTP, TCP/IP, DNS, TLS
- Demonstrated experience leading escalations, mentoring others, and interfacing with enterprise-level customers
- AWS Solutions Architect Professional certification
- Master's degree in Network/System/Computer Science