Senior Cloud Support Architect - Enterprise Escalations

Wasabi Technologies; United States; Remote; USD 101,000 - 152,000; Full time

Job summary

Wasabi Technologies, based in Boston, seeks a Principal Cloud Support Engineer to serve as the top technical lead in Support, guiding escalations, training programs, and enterprise advisory services. You will work with Engineering to improve service quality and customer satisfaction.

Ideal candidates bring deep cloud storage and networking expertise, 10+ years in related roles, and AWS S3 experience. Remote US candidates welcome; travel not routinely required.

Qualifications

• Expert-level hands-on experience with AWS S3 or compatible object storage.
• AWS Solutions Architect Associate certified; Professional certification preferred.
• BS in Network, Systems, or Computer Science; MS preferred.
• 10+ years of relevant work experience.
• 10+ years in technical support, network operations, or cloud infrastructure roles.
• Experience supporting mission-critical 24x7x365 systems.
• Deep understanding of backup software, APIs/SDKs, and object storage integrations.
• Strong knowledge of Linux and networking protocols (HTTP, TCP/IP, DNS, TLS).
• Experience leading escalations, mentoring others, and interfacing with enterprise customers.

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.

Skills

AWS S3 Cloud Storage

Cloud infrastructure

Networking

Leadership

Education

Bachelor of Science in Network/Sys/CS

Master's degree preferred

Tools

Linux

AWS Solutions Architect Associate

AWS Professional Certification

Job description

Wasabi Technologies, based in Boston, seeks a Principal Cloud Support Engineer to serve as the top technical lead in Support, guiding escalations, training programs, and enterprise advisory services. You will work with Engineering to improve service quality and customer satisfaction.

Ideal candidates bring deep cloud storage and networking expertise, 10+ years in related roles, and AWS S3 experience. Remote US candidates welcome; travel not routinely required.