Description:

Wasabi is seeking a Cloud Support Engineer with strong problem-solving skills and a passion for customer service to join their support team.
The role involves providing timely and effective technical support to clients, helping them troubleshoot and resolve issues with cloud storage solutions.
The engineer will serve as the primary point of contact for technical support inquiries via phone, email, and chat.
Responsibilities include troubleshooting and resolving complex technical issues related to the cloud storage platform, including configuration, network connectivity, and performance problems.
The engineer will document troubleshooting steps, common issues, and their resolutions in the knowledge base to improve support efficiency and customer self-service options.
The role requires close collaboration with Engineering and Product teams to escalate unresolved issues and provide insights on product improvements based on customer feedback.
Educating customers on best practices for using the platform and providing training resources as needed is also part of the job.
The engineer will monitor and respond to alerts and support escalations during assigned shifts and on-call rotations.

Requirements:

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

Wasabi Technologies offers a dynamic work environment as part of a fast-growing company recognized as one of the best places to work in Boston.
Employees are part of a team that is challenging the norm and delivering innovative cloud storage solutions.
The company promotes a culture of continuous improvement and innovation, allowing employees to contribute to product enhancements based on customer feedback.
Wasabi is an Equal Opportunity Employer, ensuring a workplace free from discrimination and harassment based on various protected characteristics.