greenhouse
Principal Cloud Support Engineer
Wasabi Technologies
Remote, USA
Full-time
Senior · 10+ years experience
Remote
USD 101440-152160 yearly / year
Discovered 1 weeks ago
AWS S3LinuxNetworking
Free
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AWS S3LinuxNetworking
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AWS S3LinuxNetworking
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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.
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