Principal Cloud Support Engineer

This is a Fully Remote Job
1. About Our Client:
The organization operates in the cloud storage industry, offering a new class of cloud storage that challenges traditional models by providing faster service at a fraction of the cost of major competitors, and without fees for data egress or API requests. Their approach aims to simplify and reduce the cost of cloud storage, positioning it as a global utility comparable to essential services like electricity. The company is recognized for its rapid growth and notable workplace environment.
2. About the Opportunity:
The Principal Cloud Support Engineer role serves as the highest-level technical expert within the Support team. This position involves leading technical escalations, managing internal training, advising enterprise customers, and collaborating across teams to enhance service delivery. The role is critical in driving operational excellence, improving support capabilities, and maintaining strong customer relationships.
3. Responsibilities:
Serve as the highest escalation point for complex customer technical issues.
Lead root cause analysis and collaborate with Engineering on protocol and performance challenges.
Develop and deliver technical training programs for the Support team.
Provide specialized technical advisory and support to strategic enterprise customers and partners.
Manage escalation workflows to ensure consistent resolution of high-severity incidents.
Work with Sales, Product, and Development teams to improve services and customer experience.
Mentor and coach support engineers to enhance team skills.
Drive enhancements in support tools, automation, and internal processes.
Maintain advanced troubleshooting guides and internal documentation.
4. Requirements:
Expert hands-on experience with AWS S3 or compatible object storage.
AWS Solutions Architect Associate certification required; Professional certification preferred.
Bachelor of Science degree in Network, System, or Computer Science; Master’s degree preferred.
Over 10 years of relevant work experience.
Extensive background in technical support, network operations, or cloud infrastructure.
Experience supporting mission-critical 24x7x365 systems.
Deep knowledge of backup software, APIs, SDKs, and object storage integrations.
Strong understanding of Linux and networking protocols including HTTP, TCP/IP, DNS, and TLS.
Proven ability to lead escalations, mentor team members, and engage with enterprise customers.
5. Pay Range and Compensation Package:
Base Salary – $101,440 – $152,160
Compensation is determined by experience, skills, location, and internal equity, and may include bonus, equity, and benefits.
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes