Principal Cloud Support Engineer

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’s Principal Cloud Support Engineer will serve as the highest-level technical resource within the Support team
• This role extends beyond advanced troubleshooting into technical leadership, managing escalations, owning internal training programs, and serving as a trusted technical advisor for enterprise customers and partners
• The Principal Cloud Support Engineer will leverage deep expertise in cloud storage, networking, and distributed systems to drive operational excellence, improve support readiness, and strengthen customer relationships
• Your success will be measurable and highly visible across customer satisfaction, team capability, and service quality
• On a typical day, Wasabi principal cloud support engineers may lead escalations, design and deliver technical training, advise enterprise customers on best practices, investigate complex protocol-level issues, collaborate closely with Engineering, or drive initiatives that enhance the scalability of Wasabi’s Technical Support operations
• 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