Principal Cloud Support Engineer
Leads highest-level technical escalations for cloud storage support, delivers training, mentors engineers, and advises enterprise customers on best practices using deep expertise in AWS S3, networking, and distributed systems. Requires 10+ years experience and AWS certification.
About the job
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
- 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.
Compensation
Base Salary: $101,440 – $152,160 (full range for this position, determined by experience, skills, location, and internal equity). Additional compensation may include bonus, equity, and comprehensive benefits.
Skills
Aws S3, Linux, TCP/IP, Http, DNS, Tls, APIs, SDKs, Kubernetes, Aws Solutions Architect
Similar jobs
Support Engineering jobs
Twilio
United States
Leads technical customer escalations, incident reviews, team coaching, onboarding, and process improvement within a remote support organization. Requires at least five years of client-facing technical support experience and strong communication, reporting, and project management skills.
Twilio
United States
Supports strategic customers by troubleshooting complex API, cloud, code, and networking issues while coordinating with developers and internal product teams. Requires 6+ years of relevant experience, broad programming knowledge, and strong customer communication skills.
Ashby
United States
Lead the Support Engineering function at a high-growth SaaS company, partnering with Engineering and Product to reduce escalations, improve supportability, and drive systemic technical improvements. Manage Support Engineering Managers and teams while shaping cross-functional strategy and tooling.
Shield AI
United States
Provides technical customer support for Hivemind software by triaging logs, configurations, APIs, deployments, integrations, and operational issues. The role requires 7+ years of customer-facing technical experience, strong troubleshooting and communication skills, C++ literacy, and familiarity with deployed or edge systems.
Broccoli AI
Lehi, UT
Leads and scales a Technical Success function, managing a technical support team and connecting customers with Engineering and Product. The role requires 8+ years in customer-facing technical functions, 4+ years leading technical teams, and experience with SaaS escalations, SLAs, and incident processes.