{"schemaVersion":"jobsearcher.job.v1","id":"5a18707b48d183e2ea0d9104","url":"https://jobsearcher.com/jobs/5a18707b48d183e2ea0d9104","canonicalUrl":"https://jobsearcher.com/jobs/5a18707b48d183e2ea0d9104","title":"Technical Support Engineer II","description":"About the Role\n\nCloudZero'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.\n\nYou'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.\n\nMost 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.\n\nWhat You'll Do\n\nOwn 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.\n\nWork a live ticket backlog, prioritize by impact, and drive clear communication whether with engineering or with customers.\n\nDecide the right path for each issue: resolve directly, route contracts and renewals to Customer Success, escalate to engineering.\n\nInvestigate 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.\n\nBuild 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.\n\nUse and sharpen our AI tooling to troubleshoot faster, including helping tune Fin's AI agent to handle more on its own.\n\nWhat You Bring\n\nA strong technical foundation and problem-solving mindset, a real drive to help customers, and an ability to remain calm in ambiguity.\n\n3-5 years in a complex troubleshooting environment, at the application and data level (this isn't an infrastructure-operations role).\n\nSharp diagnostic instincts: you reason from APIs, logs, and data flow to a root cause.\n\nWorking SQL: you read and write queries against complex data (Snowflake or similar) comfortably. More than basic, short of expert.\n\nLog-analysis fluency, including from the command line (Sumo Logic, Snowflake, or comparable).\n\nDay-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.\n\nEnough 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.\n\nClear, confident written and verbal communication with customers.\n\nExperience 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.\n\nREST API fluency (Intercom, Atlassian, and similar).\n\nA habit of building reusable AI workflows, authoring skills and prompts that turn a solved problem into a repeatable asset.\n\nNice to Have\n\nHands-on exposure to multi-cloud billing or cost data (AWS, Azure, GCP, OCI)\n\nDeeper AI-operations experience, including permission scoping, plugin distribution, and curating known agent failure modes\n\nFinOps or cloud cost-management background\n\nExperience in a fast-paced startup or SaaS environment\n\nAbout CloudZero\nCloudZero 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.\nAI 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.\nThe 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.\n\nWhy Join Our Team?\nAt 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!\n\nCompensation Range: $85K - $130K","company":"Cloudzero","rawCompany":"cloudzero","city":"East Boston","state":"MA","isRemote":false,"isActive":true,"createdAt":"2026-09-06T08:22:34.631Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1252.00","title":"Software Developers","slug":"software-developers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer II","description":"About the Role\n\nCloudZero'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.\n\nYou'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.\n\nMost 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.\n\nWhat You'll Do\n\nOwn 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.\n\nWork a live ticket backlog, prioritize by impact, and drive clear communication whether with engineering or with customers.\n\nDecide the right path for each issue: resolve directly, route contracts and renewals to Customer Success, escalate to engineering.\n\nInvestigate 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.\n\nBuild 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.\n\nUse and sharpen our AI tooling to troubleshoot faster, including helping tune Fin's AI agent to handle more on its own.\n\nWhat You Bring\n\nA strong technical foundation and problem-solving mindset, a real drive to help customers, and an ability to remain calm in ambiguity.\n\n3-5 years in a complex troubleshooting environment, at the application and data level (this isn't an infrastructure-operations role).\n\nSharp diagnostic instincts: you reason from APIs, logs, and data flow to a root cause.\n\nWorking SQL: you read and write queries against complex data (Snowflake or similar) comfortably. More than basic, short of expert.\n\nLog-analysis fluency, including from the command line (Sumo Logic, Snowflake, or comparable).\n\nDay-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.\n\nEnough 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.\n\nClear, confident written and verbal communication with customers.\n\nExperience 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.\n\nREST API fluency (Intercom, Atlassian, and similar).\n\nA habit of building reusable AI workflows, authoring skills and prompts that turn a solved problem into a repeatable asset.\n\nNice to Have\n\nHands-on exposure to multi-cloud billing or cost data (AWS, Azure, GCP, OCI)\n\nDeeper AI-operations experience, including permission scoping, plugin distribution, and curating known agent failure modes\n\nFinOps or cloud cost-management background\n\nExperience in a fast-paced startup or SaaS environment\n\nAbout CloudZero\nCloudZero 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.\nAI 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.\nThe 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.\n\nWhy Join Our Team?\nAt 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!\n\nCompensation Range: $85K - $130K","datePosted":"2026-09-06T08:22:34.631Z","dateModified":"2026-09-06T08:22:34.631Z","hiringOrganization":{"@type":"Organization","name":"Cloudzero","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"East Boston","addressRegion":"MA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5a18707b48d183e2ea0d9104"},"url":"https://jobsearcher.com/jobs/5a18707b48d183e2ea0d9104"}}