AI-Driven Cloud-Cost Support Engineer II

Socket.dev; Boston (MA); On-site; USD 100,000 - 140,000; Full time

Job summary

CloudZero is seeking a technically adept, customer-focused troubleshooter to join our Technical Support team. You’ll dive into logs, APIs, and data pipelines to trace AI-spend and cloud-cost data through our platform and resolve issues, escalating to engineering only when necessary.

You’ll work on live tickets, prioritize by impact, and help build runbooks and guides that power AI deflection for faster self-resolution. Strong diagnostic instincts and solid SQL/log-analysis skills are essential.

Qualifications

• Strong technical foundation and problem-solving mindset with a customer focus.
• 3-5 years in a complex troubleshooting environment at the application/data level.
• Sharp diagnostic instincts; reason from APIs, logs, and data flow to root cause.
• SQL reading/writing against data sources (Snowflake or similar).
• Log-analysis fluency including command line usage (Sumo Logic, Snowflake).
• Experience with AI tools and evaluating when AI advice may be incorrect.

Responsibilities

• Own and resolve complex technical tickets end to end across APIs, logs, databases, and data pipelines.
• Prioritize live ticket backlog by impact and communicate clearly with engineering or customers.
• Decide the right path for each issue: direct resolution, route to Customer Success, or escalate to engineering.
• Investigate health of cloud-billing connections across providers: setup, data arrival, and expected state.
• Build knowledge content—docs, runbooks, guides—to enable AI deflection and faster resolution.
• Use AI tooling to troubleshoot faster and tune AI agents for autonomy.

Skills

SQL proficiency

Log analysis

REST APIs

AI tooling usage

Troubleshooting

Customer communication

Data flow diagnosis

Tools

Snowflake

Sumo Logic

Intercom

Zendesk

DevRev

Pylon

Job description

CloudZero is seeking a technically adept, customer-focused troubleshooter to join our Technical Support team. You’ll dive into logs, APIs, and data pipelines to trace AI-spend and cloud-cost data through our platform and resolve issues, escalating to engineering only when necessary.

You’ll work on live tickets, prioritize by impact, and help build runbooks and guides that power AI deflection for faster self-resolution. Strong diagnostic instincts and solid SQL/log-analysis skills are essential.