Principal Cloud Support Engineer

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