About the RoleCloudZero'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.
What You Bring- 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
