Principal Cloud Support Engineer

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers. We see things differently than our competitors, and we make our mark in the industry by challenging the norm and delivering the unexpected and improbable. We’re a fast-growing company taking the Cloud Storage industry by storm and recognized as one of the best places to work in Boston. 

Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers and boundaries of storage with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, with no fees for egress or API requests. Cloud storage has never been so simple, so fast and so inexpensive. It’s all part of our vision to make cloud storage the next great global utility, just like electricity.

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:

• Must have expert-level hands-on experience with AWS S3 Cloud Storage or compatible object storage. 

• Must be AWS Solutions Architect Associate Certified; Professional certification preferred. 

• Must have Bachelor of Science degree in Network/System/Computer Science, Master's degree preferred 

• 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. 

Wasabi Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.