Technical Support Engineer II

The role

You will own and resolve complex technical tickets by tracing issues across APIs, logs, databases, and data pipelines. You will investigate customer cloud-billing connections and build knowledge content to power AI deflection.

What you will do

• Own and resolve complex technical tickets end to end.
• Trace issues across APIs, logs, databases, and the pipeline.
• Work a live ticket backlog and prioritize by impact.
• Decide the right path for each issue including direct resolution, routing to Customer Success, or escalating to engineering.
• Investigate the health of customer cloud-billing connections across cloud providers.
• Build knowledge content like docs, runbooks, and guides for AI deflection.
• Use and sharpen AI tooling to troubleshoot faster and tune Fin's AI agent.

Required qualifications

• 3-5 years in a complex troubleshooting environment at the application and data level.
• Working SQL to read and write queries against complex data.
• Log-analysis fluency including from the command line.
• Day-to-day fluency with agentic AI tools.
• Understanding of cloud infrastructure to reason about billing and cost data.
• Clear, confident written and verbal communication with customers.
• Experience with customer support platforms.
• REST API fluency.

Nice to have

• Fin (formerly Intercom) preferred
• Experience optimizing Fin or Intercom is a plus
• Building your own tooling or improving internal tooling to optimize Fin's AI agent is a plus
• Hands-on exposure to multi-cloud billing or cost data (AWS, Azure, GCP, OCI)
• Deeper AI-operations experience
• FinOps or cloud cost-management background
• Experience in a fast-paced startup or SaaS environment

About the company

CloudZero is the AI ROI Company that built the financial control plane for AI. They connect every AI dollar to the outcome it produced across every provider.