Technical Support Engineer II

CloudZero
Boston
Workplace: HybridFull timeUSD 85,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Problem-solving","Troubleshooting","Communication","Diagnostic thinking","Working calmly in ambiguity"]

Own and resolve complex technical tickets end to end as the bridge between customers and engineering. Investigate issues across APIs, logs, databases, and data pipelines tied to AI spend and cloud cost data, prioritize a live backlog, and communicate clearly with customers or engineering. Help ensure cloud-billing connection health across providers and build knowledge content (docs, runbooks, guides) that powers AI deflection and faster troubleshooting.

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FursaFursa
CloudZero
CloudZero
3 days ago

Technical Support Engineer II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own and resolve complex technical tickets end to end as the bridge between customers and engineering. Investigate issues across APIs, logs, databases, and data pipelines tied to AI spend and cloud cost data, prioritize a live backlog, and communicate clearly with customers or engineering. Help ensure cloud-billing connection health across providers and build knowledge content (docs, runbooks, guides) that powers AI deflection and faster troubleshooting.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own and resolve complex technical tickets end to end by tracing issues across APIs, logs, databases, and the customer data pipeline.
  • •Prioritize and manage a live ticket backlog by impact and drive clear communication with customers and engineering.
  • •Decide the correct resolution path (resolve directly, route to Customer Success, or escalate to engineering).
  • •Investigate health of customer cloud-billing connections across providers, including setup, data arrival, and what “healthy” looks like.
  • •Create knowledge content (docs, runbooks, guides) and use AI tooling to enable faster AI deflection and troubleshooting.

Pay and Benefits

Salary: USD 85,000 - 130,000 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •3-5 years in a complex troubleshooting environment at the application and data level.
  • •Strong diagnostic skills reasoning from APIs, logs, and data flow to root cause.
  • •SQL fluency for reading and writing queries against complex data (Snowflake or similar).
  • •Log-analysis fluency, including from the command line (e.g., Sumo Logic, Snowflake).
  • •Fluency with agentic AI tools (e.g., Claude Code, Codex) and the judgment to catch AI mistakes before they reach customers.
Experience:3-5 yearsSaaSStartup
Skills:Problem-solvingTroubleshootingCommunicationDiagnostic thinkingWorking calmly in ambiguity
Tech Stack:AILogsAPIsSQLSnowflakeSumo LogicCommand lineClaude CodeCodexFin (Intercom)ZendeskAtlassianREST APIsIntercomDevRevSnowflake or similar

Company Brief

CloudZero
CloudZero provides a cloud cost intelligence platform that gives engineering and finance teams real-time visibility and allocation of cloud spend to products, features, and customers, enabling cost optimization and improved unit economics for enterprises.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series C
Headquarters: Boston, United States
Founded: 2016
Glassdoor
Glassdoor: 4.9
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