---
title: 'Technical Support Engineer II at CloudZero'
canonical: 'https://feeny.ai/job/technical-support-engineer-ii-cloudzero-boston-m6mpncc0p1p3'
type: 'job'
last_seen: '2026-09-10'
---

# Technical Support Engineer II at CloudZero

- **Company:** CloudZero
- **Location:** Boston, MA
- **Compensation:** $85k–$130k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-04
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/cloudzero/67d05b86-beb1-4032-b435-9014c5f90bb6

## Job description

## About the Role

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.

## 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

## About CloudZero

CloudZero is the AI ROI Company. We built the financial control plane for AI: the system finance, IT, and engineering use to connect every AI dollar to the outcome it produced. Across every provider. In real time. AI spend is the fastest-growing line on enterprise P&Ls and the least understood. Only 14% of CFOs can prove AI ROI today. CloudZero answers the question no one else can: what did it cost to produce this outcome, for this customer, on this model. The largest cloud spenders on the planet already run on CloudZero, including Coinbase, Duolingo, DoorDash, and Shutterstock. We processed 14 trillion billing events in the last twelve months. We're the first listed partner on Anthropic's cost and usage API. We've raised over $119 million, including a[$56 million Series C](https://www.cloudzero.com/press-releases/20250528/) backed by leading venture capital firms. Why Join Our Team? At CloudZero, you’ll find a collaborative, fast-moving environment where your work makes a direct impact. We’re a team that values ownership, creativity, and curiosity — and we’re tackling some of the most complex challenges in the cloud space. If you’re excited by working with cutting-edge technology, driving meaningful outcomes, and growing with a company that’s scaling fast, we’d love to hear from you!

## About CloudZero

## Company Overview
- **One-liner**: CloudZero is the AI ROI Company that provides a financial control plane for cloud and AI spend, helping businesses connect every dollar spent to measurable business outcomes.
- **Entity Type**: Private (Series B)
- **Headquarters**: Boston, Massachusetts, USA
- **Founded**: 2016
- **Founders**: Erik Peterson (co-founder)

## Core Business
- **Primary industry**: FinOps / Cloud Cost Management / AI Spend Intelligence
- **Target customers**: B2B, Enterprise (Engineering leaders like CTOs, VPs of Engineering; Finance leaders like CFOs, FP&A; Platform and cloud ops teams)
- **Mission / Purpose**: To help the world's most ambitious businesses turn cloud and AI spend into measurable value. The company's vision is to be the only platform to quantify and maximize the ROI of every cloud and AI dollar spent.

## Products & Services
- **CloudZero Platform**: A SaaS platform that unifies cost and usage data from any AI platform, cloud provider (AWS, GCP, Azure), and SaaS tool (Snowflake, Datadog, MongoDB, Kubernetes) into a single pane of glass. It provides multi-dimensional allocation, real-time anomaly detection, and AI outcome attribution.
- **CostFormation**: A code-driven approach for allocating costs, allowing platform and cloud ops teams to author allocation structure so finance and engineering see the same numbers.
- **AI Hub**: Connects AI spend to specific models, providers, prompt patterns, and coding agents (Claude Code, Cursor, GitHub Copilot) to show cost context where engineers work.
- **Analytics (BI capability)**: A business intelligence feature released in 2023 to improve business efficiency.
- **AnyCost**: An API launched in 2019 to combine cost data from any cloud provider.

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Over $14 billion in cloud spend under management. The company raised $32 million in Series B funding.
- **Notable Investors/Partners**: Not fully disclosed, but notable milestones include joining the AWS ISV Accelerate Program, the FinOps Foundation Governing Board, and achieving SOC 1 Type 2 certification. Phil Pergola (former CloudHealth executive) joined as CEO.
- **Growth Signals**: Named a "Strong Performer" in the Forrester CCMO Wave, a "Visionary" in the Gartner MQ for CFM Tools, and "Best Places to Work" by Boston Business Journal. The platform is certified by the FinOps Foundation. Average time to pay for itself is 3 months, with average cloud savings of 22% in year one and a 33% average Cloud Efficiency Rate improvement.

## Competitive Advantages
- **Depth of Allocation**: The only engine that allocates AI, cloud, and Kubernetes cost at the depth of customer, feature, workflow, and model, fueling unit economics.
- **Real-time Data**: Streaming telemetry captures every AI call as it happens, with anomaly signals in seconds and full dimensional allocation in hours.
- **Outcome Attribution**: Maps AI spend to business outcomes (customer, product, transaction, P&L), not just activity metrics.
- **No Monthly Overages**: Uses a tiered, predictable pricing model that doesn't vary month to month.
- **Speed to Value**: Can connect in minutes and uncover unit cost metrics in hours.

## Strategic Focus
- **AI ROI Leadership**: Positioning itself as the "AI ROI Company," the strategic focus is on helping companies govern AI spend and value as AI adoption explodes.
- **Category Creation**: Moving from category-creator to category-leader in the AI financial control plane space.
- **Platform Expansion**: Continuing to integrate with more AI platforms, coding agents, and business systems to unify the cost conversation across engineering and finance.

## Why Work Here
- **Remote-First Environment**: The company is remote-first, with a hub in Boston.
- **Culture & Values**: Core values include "Commit then iterate," "Own the outcome," "We, not I," "Delight the customer," "Nothing is sacred," "Less is more," and "Wait for no one."
- **Benefits**: Flexible Time Off, Home Office Stipend, "CZ Wellness" program, Recognition Program, Commuter Stipend, Catered Lunches, Focus Fridays, AI Build Days, and a Holiday Schedule.
- **Engineering Culture**: Emphasizes high-bar, low-ego talent, and a passion for all things cloud. The company is described as a "tight-knit team in a high-growth, fast-moving environment."
- **Growth Trajectory**: Job seekers are drawn to the opportunity to work at a high-growth startup that is defining a new category in AI spend intelligence.

## Sources
1. [CloudZero.com](https://www.cloudzero.com/)
2. [CloudZero About Page](https://www.cloudzero.com/about/)
3. [CloudZero Careers Page](https://www.cloudzero.com/careers/)
4. [CloudZero Jobs (Ashby)](https://jobs.ashbyhq.com/cloudzero)
5. [Built In Boston - CloudZero](https://builtin.com/company/cloudzero/faq/workplace-perception)

## Other roles at CloudZero

- [Senior AI Systems Engineer](https://feeny.ai/job/senior-ai-systems-engineer-cloudzero-boston-077tq4myxg1d) — Boston, MA
- [Senior Product Marketing Manager](https://feeny.ai/job/senior-product-marketing-manager-cloudzero-boston-kcpebqvk70fv) — Boston, MA
- [Staff/Principal Software Engineer-Windows Endpoint Agent](https://feeny.ai/job/staff-principal-software-engineer-windows-endpoint-agent-cloudzero-remote-f7nw3tr1rpev)
- [Senior Director, Revenue Operations](https://feeny.ai/job/senior-director-revenue-operations-cloudzero-boston-9gva59n4f4jx) — Boston, MA
- [Senior Content Marketing Manager](https://feeny.ai/job/senior-content-marketing-manager-cloudzero-boston-5p5w4vw9jwm3) — Boston, MA
- [AI ROI Consultant](https://feeny.ai/job/ai-roi-consultant-cloudzero-boston-p3der7w7yxpa) — Boston, MA
- [Senior Technical Account Manager](https://feeny.ai/job/senior-technical-account-manager-cloudzero-boston-w0bzae0yzv77) — Boston, MA
- [Staff Technical Account Manager](https://feeny.ai/job/staff-technical-account-manager-cloudzero-boston-qh9y3hdf2jy8) — Boston, MA
- [Director, Brand & Corporate Communications](https://feeny.ai/job/director-brand-corporate-communications-cloudzero-san-francisco-b1gre1y8v4a4) — San Francisco, CA
- [Senior CloudOps Engineer](https://feeny.ai/job/senior-cloudops-engineer-cloudzero-boston-mt909xk95q66) — Boston, MA