Cloud Support Engineer

Summary

Join Wasabi's growing support team as a Cloud Support Engineer! You will be the primary point of contact for technical support, troubleshooting complex cloud storage issues, and collaborating with engineering and product teams. This role requires strong problem-solving skills, excellent communication, and experience in a technical support environment. You will document solutions, educate customers, and share feedback to drive product improvement. The ideal candidate possesses a BS degree in a related field or equivalent experience and a deep understanding of cloud storage technologies. This is a mission-critical role requiring 24/7 support.

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
• 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

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

Preferred Qualifications

Hands-on experience with cloud platforms such as AWS, Google Cloud, or Azure is a plus