Principal Cloud Support Engineer

Job description

At Wasabi, we’re a proven collection of pioneers, visionaries and disruptive doers. We see things differently than our competitors, and we make our mark in the industry by challenging the norm and delivering the unexpected and improbable. We’re a fast-growing company taking the Cloud Storage industry by storm and recognized as one of the best places to work in Boston. Wasabi hot cloud storage is a new class and category of cloud storage, breaking all traditional barriers and boundaries of storage with a disruptive value proposition of being 1/5th the cost of AWS S3, faster than the competition, with no fees for egress or API requests. Cloud storage has never been so simple, so fast and so inexpensive. It’s all part of our vision to make cloud storage the next great global utility, just like electricity. **Role Description: Principal Cloud Support Engineer** **Role Purpose:** 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. Wasabi is based in Boston MA, but we are open to remote candidates based elsewhere in the United States. Travel is not regularly required. \*Principals only. No recruiters. ### 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. Base Salary – $101,440 – $152,160 The base salary range reflects the full range for this position at Wasabi Technologies. At Wasabi, we believe in paying fairly and competitively, and individual compensation is determined based on factors such as job-related experience, skills, location, and internal equity. Base pay is just one part of our total rewards approach. Depending on role eligibility, Wasabi team members may also receive additional compensation and benefits, including bonus or variable compensation, equity, and a comprehensive benefits package designed to support both professional growth and personal well-being. Wasabi Technologies is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.