Responsibilities

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.
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.
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.

Technical Support Engineer II at CloudZero · LumiJobs

Technical Support Engineer II

Responsibilities

Qualification

Required

Preferred

Company

CloudZero

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