Full-Time Cloud Support Engineer

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 request and delivered as a single-tier solution. 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: Cloud Support Engineer

Role Purpose:Wasabi is seeking a Cloud Support Engineer with strong problem-solving skills and a passion for customer service to join our support team. In this role, you will provide timely and effective technical support to our clients, helping them troubleshoot and resolve issues with our cloud storage solutions. You'll work closely with product and engineering teams to escalate issues when necessary and ensure our customers receive the highest level of service.

Responsibilities:

• Serve as the primary point of contact for technical support inquiries via phone, email, and chat.
• Troubleshoot and resolve complex technical issues related to our cloud storage platform, working through configuration, network connectivity, and performance problems.
• Document troubleshooting steps, common issues, and their resolutions in our knowledge base to improve support efficiency and customer self-service options.
• Work closely with other teams, including Engineering and Product, to escalate unresolved issues and provide insights on product improvements based on customer feedback.
• Educate customers on best practices for using our platform and provide training resources as needed.
• Share customer feedback with product teams to help drive continuous improvement and innovation in our solutions.
• Monitor and respond to alerts and support escalations during assigned shifts and on-call rotations.

Requirements:

• BS degree in Computer Science, Information Technology, or related field; or 4+ years of relevant work experience.
• 2+ years in a technical support, help desk, or similar role.
• Strong understanding of cloud storage technologies, networking, and virtualization.
• Familiarity with troubleshooting tools, command-line interfaces, and log analysis.
• Hands-on experience with cloud platforms such as AWS, Google Cloud, or Azure is a plus.
• Ability to quickly diagnose technical issues, identify root causes, and offer clear solutions.
• Excellent communication skills, with a customer-first attitude and the ability to explain technical issues to non-technical users.
• Experience supporting mission critical systems that operate 24x7 x365.
• Understanding of Linux and networking protocols such as HTTP, TCP/IP, DNS, TLS.

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