Technical Support Engineer II

About the role

CloudZero’s Technical Support team bridges customers and developers, handling complex AI‑spend and cloud‑cost issues after AI‑frontline deflection. This role is primarily technical problem‑solving with a customer‑facing component.

Key responsibilities

• Own and resolve complex technical tickets end‑to‑end, tracing issues across APIs, logs, databases and data pipelines.
• Prioritize a live ticket backlog by impact and communicate clearly with engineering and customers.
• Determine the appropriate path for each issue: resolve directly, route to Customer Success, or escalate to engineering.
• Investigate health of customer cloud‑billing connections across providers and define “healthy” data flows.
• Build knowledge content (docs, runbooks, guides) that powers AI deflection.
• Use and refine AI tooling to troubleshoot faster and help tune Fin’s AI agent.

Required profile

• Strong technical foundation with 3‑5 years of complex troubleshooting experience at the application and data level.
• Sharp diagnostic instincts, reasoning from APIs, logs and data flow to root cause.
• Proficiency writing and reading SQL queries against Snowflake‑like data warehouses.
• Fluency with log‑analysis tools (e.g., Sumo Logic, Snowflake) from the command line.
• Day‑to‑day experience with agentic AI tools such as Claude Code or Codex, and ability to spot AI errors.
• Understanding of cloud infrastructure billing (AWS, Azure, GCP, OCI) and associated data flows.
• Clear, confident written and verbal communication with customers.
• Experience with support platforms (Fin/Intercom, Zendesk, Pylon, DevRev) and REST APIs.
• Habit of building reusable AI workflows, authoring prompts and skills.

Required skills

• SQL (Snowflake or similar)
• Log‑analysis tools (Sumo Logic, Snowflake)
• Agentic AI tools (Claude Code, Codex)
• Cloud provider billing platforms (AWS, Azure, GCP, OCI)
• REST API integration (Intercom, Atlassian)
• Support platforms (Fin/Intercom, Zendesk, Pylon, DevRev)