Technical Support Engineer II
CloudZero · Boston, MA
Extracted from the posting
Technical Support Engineer II who resolves complex technical tickets by tracing issues across APIs, logs, databases, and the data pipeline for customer cloud-cost and AI-spend data. The role decides whether to resolve, route renewals to Customer Success, or escalate to engineering. It also builds docs and runbooks for Fin AI deflection and tunes Fin's AI agent; the stack includes Snowflake SQL, Sumo Logic, and REST APIs.
About the Role
CloudZero's Technical Support team is the bridge between our customers and software developers, where the hard problems land after our AI frontline (Fin) deflects the routine. This is a technical problem-solving role first and a customer-facing role second.
You'll leverage AI to dive deep into logs, queries, APIs, and data pipelines, tracing how a customer's AI-spend and cloud-cost data moves through our platform and working out why something looks wrong.
Most of our stack is bespoke, so we'll teach you the product, but you need to arrive a strong, curious troubleshooter comfortable with ambiguity who thinks on your feet. We comprehend and resolve hard problems ourselves, escalating to engineering only when necessary. We’re accelerating problem-solving, trading “old support” for speed.
What You'll Do
- Own and resolve complex technical tickets end to end. Trace issues across APIs, logs, databases, and the pipeline that moves customer AI-spend and cloud-cost data through CloudZero, and resolve them without engineering when possible.
- Work a live ticket backlog, prioritize by impact, and drive clear communication whether with engineering or with customers.
- Decide the right path for each issue: resolve directly, route contracts and renewals to Customer Success, escalate to engineering.
- Investigate the health of customer cloud-billing connections across cloud providers: how they're set up, what data should arrive and when, and what “healthy” looks like.
- Build the knowledge content that powers AI deflection: docs, runbooks, and guides that let Fin and our internal AI tooling deflect, accelerate, and resolve issues before they reach a person.
- Use and sharpen our AI tooling to troubleshoot faster, including helping tune Fin's AI agent to handle more on its own.
What You Bring
- A strong technical foundation and problem-solving mindset, a real drive to help customers, and an ability to remain calm in ambiguity.
- 3-5 years in a complex troubleshooting environment, at the application and data level (this isn't an infrastructure-operations role).
- Sharp diagnostic instincts: you reason from APIs, logs, and data flow to a root cause.
- Working SQL: you read and write queries against complex data (Snowflake or similar) comfortably. More than basic, short of expert.
- Log-analysis fluency, including from the command line (Sumo Logic, Snowflake, or comparable).
- Day-to-day fluency with agentic AI tools (Claude Code, Codex, or similar), and the judgment to catch when the AI is wrong before it reaches a customer.
- Enough understanding of cloud infrastructure to reason about billing and cost data: where it comes from, how it flows, and what it should look like coming back.
- Clear, confident written and verbal communication with customers.
- Experience with customer support platforms. Fin (formerly Intercom) preferred; Zendesk, Pylon, and DevRev comparable. Experience optimizing Fin or Intercom is a plus, as is building your own tooling or improving ours to optimize Fin's AI agent.
- REST API fluency (Intercom, Atlassian, and similar).
- A habit of building reusable AI workflows, authoring skills and prompts that turn a solved problem into a repeatable asset.
Nice to Have
- Hands-on exposure to multi-cloud billing or cost data (AWS, Azure, GCP, OCI)
- Deeper AI-operations experience, including permission scoping, plugin distribution, and curating known agent failure modes
- FinOps or cloud cost-management background
- Experience in a fast-paced startup or SaaS environment
About CloudZero
CloudZero is the AI ROI Company. We built the financial control plane for AI: the system finance, IT, and engineering use to connect every AI dollar to the outcome it produced. Across every provider. In real time.
AI spend is the fastest-growing line on enterprise P&Ls and the least understood. Only 14% of CFOs can prove AI ROI today. CloudZero answers the question no one else can: what did it cost to produce this outcome, for this customer, on this model.
The largest cloud spenders on the planet already run on CloudZero, including Coinbase, Duolingo, DoorDash, and Shutterstock. We processed 14 trillion billing events in the last twelve months. We're the first listed partner on Anthropic's cost and usage API. We've raised over $119 million, including a $56 million Series C backed by leading venture capital firms.
Why Join Our Team?
At CloudZero, you’ll find a collaborative, fast-moving environment where your work makes a direct impact. We’re a team that values ownership, creativity, and curiosity — and we’re tackling some of the most complex challenges in the cloud space. If you’re excited by working with cutting-edge technology, driving meaningful outcomes, and growing with a company that’s scaling fast, we’d love to hear from you!
Compensation: $85K - $130K
