Principal Cloud Support Engineer

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.

Skills Required
Expert-level hands-on experience with AWS S3 Cloud Storage or compatible object storage
AWS Solutions Architect Associate Certified; Professional certification preferred
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