Remote Principal Cloud Storage Support Lead (Enterprise)

Wasabi Technologies; United States; À distance; USD 101 000 - 152 000; Plein temps

Résumé du poste

Wasabi Technologies in Boston, MA, is seeking a Principal Cloud Support Engineer to lead enterprise support, manage escalations, and drive training and technical guidance across our global customers. You will partner with Engineering, Product, and Sales to ensure scalable, reliable cloud storage solutions and best-practice deployments.

The role requires expert AWS S3 experience, strong networking knowledge, and 10+ years in technical support or cloud infrastructure.

Qualifications

• 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.
• 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, 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.

Responsabilités

• 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.

Connaissances

AWS S3

AWS Solutions Architect Associate

10+ years experience

24x7 support experience

Linux networking

Formation

Bachelor of Science in Network/System/Computer Science

Master’s degree preferred

Outils

Linux

TCP/IP

HTTP

TLS

Description du poste

Wasabi Technologies in Boston, MA, is seeking a Principal Cloud Support Engineer to lead enterprise support, manage escalations, and drive training and technical guidance across our global customers. You will partner with Engineering, Product, and Sales to ensure scalable, reliable cloud storage solutions and best-practice deployments.

The role requires expert AWS S3 experience, strong networking knowledge, and 10+ years in technical support or cloud infrastructure.