> Markdown version of [/jobs/ext/2749403-technical-support-engineer-ii](https://www.wearedevelopers.com/jobs/ext/2749403-technical-support-engineer-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer II - **Company:** Cloudzero Inc. - **Location:** Boston, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Microsoft Azure, Command-Line Interface, Software as a Service, Cloud Computing, Databases, SQL Databases, Data Streaming, Google Cloud, Pylon Synchronization Software, Snowflake, Multi-Cloud, Atlassian Tools, Sumo Logic (Software), Virtual Agents, Restful APIs, Zendesk, Oracle Cloud Infrastructure, Data Pipelines, Automation Anywhere - **Published:** September 6, 2026 - **Apply:** https://startup.jobs/technical-support-engineer-ii-cloudzero-9931855 ## About the Role * 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 ## Description 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Hacking AI at the Edge of the Indian Ocean](https://www.wearedevelopers.com/videos/100177-hacking-ai-at-the-edge-of-the-indian-ocean) - [Building the Next Generation of Software](https://www.wearedevelopers.com/videos/100186-building-the-next-generation-of-software) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)