Technical Support Engineer II: AI-Driven Cloud Cost Fixer

CloudZero; Boston (MA); Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

CloudZero's Technical Support team bridges customers with software developers, focusing on technically solving issues with AI assistance. You will dive into logs, queries, APIs, and data pipelines to trace how AI-spend and cloud-cost data move through our platform and determine why results look off.

The role is both a technical problem-solver and a customer-facing advocate, requiring calm, curiosity, and fast iteration while escalating to engineering only when necessary.

Formación

• 3–5 years in a complex troubleshooting environment, at the application and data level.
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Responsabilidades

• 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 to ensure data is arriving as expected.
• Build knowledge content for AI deflection: docs, runbooks, guides for faster resolution.
• Utilize and improve AI tooling to troubleshoot and tune AI agents.

Conocimientos

Problem-solving

Customer-focused

Ambiguity tolerance

Diagnostic instincts

SQL proficiency

Log analysis

AI tooling fluency

Cloud billing understanding

Communication

REST API fluency

Support platforms experience

AI workflow building

Herramientas

Snowflake

Sumo Logic

Intercom

Zendesk

Pylon

DevRev

Claude Code

Codex

Descripción del empleo

CloudZero's Technical Support team bridges customers with software developers, focusing on technically solving issues with AI assistance. You will dive into logs, queries, APIs, and data pipelines to trace how AI-spend and cloud-cost data move through our platform and determine why results look off.

The role is both a technical problem-solver and a customer-facing advocate, requiring calm, curiosity, and fast iteration while escalating to engineering only when necessary.