CloudZero

Support Engineer

• Establish and lead a high-performing technical support function that scales with CloudZero’s growth and customer needs.
• Own the technical support function end-to-end, including hiring and managing support engineers, resolving complex technical issues, and building escalation protocols.
• Create systems and processes that enable the support team to solve problems independently without frequent engineering involvement.
• Manage a workload of several hundred monthly tickets across bugs and configuration issues, with responsibility for achieving 80%+ support resolution and keeping engineering escalations below 20%.
• Oversee escalations when they occur, ensuring smooth handoff to engineering and effective knowledge transfer back to the support team.
• Collaborate closely with Solutions Engineering on presale implementations, with Customer Success on relationship ownership, and with Product/Engineering on identifying systemic product gaps.
• Clarify boundaries between support, Solutions Engineering, Customer Success, and Product/Engineering to ensure efficient workflows and clean ownership lines.
• Build the documentation and runbook systems the team requires to support sophisticated B2B customers with high-value contracts who expect deep technical expertise—not superficial ticket-handling.

Technical Support Manager

Product Manager

• Partner with design and engineering leads to run continuous product discovery for small, cross-functional teams.
• Own the success of everything your team ships — from quality and usability to business impact and customer outcomes.
• Define clear, measurable outcomes and track results to ensure we’re driving real customer and business value.
• Use data-driven insights from customer feedback, usage patterns, and the market to influence roadmap decisions and prioritize effectively.
• Present product strategy, roadmap updates, and feature proposals to internal and external senior leadership, building alignment around priorities.
• Collaborate with Sales and Product Marketing to launch new features and communicate value effectively.
• Develop a deep understanding of the customer experience, uncover product gaps, and generate ideas that improve satisfaction, retention, and growth.
• Stay informed on market trends, competitors, and potential partnerships, using ROI analysis and build vs. buy frameworks to guide decisions.
• Translate strategy into detailed requirements, prototypes, and user stories, ensuring clarity and alignment across teams.
• Scope and prioritize work based on business impact and customer value.
• Build trusted relationships across CloudZero — from leadership to engineering, design, and customer-facing teams.

Senior Product Manager

• Take ownership of escalated tickets from L1 support.
• Provide timely updates and resolutions to customers while maintaining high CSAT and responsiveness standards.
• Investigate and resolve complex technical issues involving APIs, integrations, data pipelines, and cloud environments (AWS, Azure, GCP).
• Reproduce customer issues, identify root causes, and suggest or implement solutions.
• Partner with engineering teams to triage bugs and escalate product issues.
• Create detailed internal runbooks, troubleshooting guides, and FAQs.
• Mentor L1 team members to improve overall support effectiveness.

Technical Customer Support Engineer

Account Executive

• Own and close new business: Drive the full sales cycle from discovery and POC to close, in partnership with Sales Engineers.
• Hunt strategically: Develop and execute territory plans, self-source opportunities, and partner with marketing and alliances to build strong pipelines.
• Lead high-value conversations: Run compelling Zoom and onsite meetings using Sandler and Force Management methodologies.
• Collaborate across teams: Partner with product, marketing, customer success, and engineering to deliver solutions that resonate and expand accounts.
• Forecast with precision: Manage pipeline using MEDDPICC and deliver accurate, data-driven forecasting.
• Leverage partnerships: Team with AWS and alliance sales teams to accelerate deals and expand reach.
• Contribute to scale: Help refine and scale repeatable sales processes and playbooks as we grow.
• Stay curious: Continuously learn about cloud, AWS, and DevOps to understand industry trends and customer challenges.

Senior Account Executive, SoCal

• Take ownership of escalated tickets from L1 support.
• Provide timely updates and resolutions to customers while maintaining high CSAT and responsiveness standards.
• Investigate and resolve complex technical issues involving APIs, integrations, data pipelines, and cloud environments (AWS, Azure, GCP).
• Reproduce customer issues, identify root causes, and suggest or implement solutions.
• Partner with engineering teams to triage bugs and escalate product issues.
• Serve as a liaison between customers and internal teams, ensuring issues are understood, prioritized, and resolved.
• Create detailed internal runbooks, troubleshooting guides, and FAQs.
• Mentor L1 team members to improve overall support effectiveness.

Support Engineer, L2

• Own and close new business: Drive the full sales cycle from discovery and POC to close, in partnership with Sales Engineers.
• Hunt strategically: Develop and execute territory plans, self-source opportunities, and partner with marketing and alliances to build strong pipelines.
• Lead high-value conversations: Run compelling Zoom and onsite meetings using Sandler and Force Management methodologies.
• Collaborate across teams: Partner with product, marketing, customer success, and engineering to deliver solutions that resonate and expand accounts.
• Forecast with precision: Manage pipeline using MEDDPICC and deliver accurate, data-driven forecasting.
• Leverage partnerships: Team with AWS and alliance sales teams to accelerate deals and expand reach.
• Contribute to scale: Help refine and scale repeatable sales processes and playbooks as the company grows.
• Stay curious: Continuously learn about cloud, AWS, and DevOps to understand industry trends and customer challenges.

Senior Account Executive

Full-stack Engineer

• Design individual implementations for our third-party adapters and think about a way to scale our architecture to enable rapid onboarding of new third-party tools.
• Emphasize creating individual components for testing and local development.
• Write clean, maintainable code with a strong focus on performance, quality, reliability, and total cost of ownership.
• Collaborate with engineers, product managers, designers, customer success, and account managers to deliver features.
• Continuously improve our platform and engineering practices to enable fast iteration, high team ownership, and impactful product delivery.

Staff Software Engineer

Research Engineer

• Investigate real-world GCP environments to identify inefficient configurations, underutilized resources, and design patterns with poor cost-to-value ratios
• Develop and validate cost optimization strategies across core GCP services, including Compute Engine, Cloud Storage, Cloud SQL, Cloud Functions, GKE, and BigQuery
• Stay current with GCP pricing changes, committed use discounts, sustained use discounts, and evolving service models to inform optimization logic
• Build optimization logic and models in Python and SQL, integrating seamlessly with CloudZero's data pipeline
• Create scalable, reusable scripts for simulation, modeling, and recommendation generation
• Leverage GCP APIs and metadata to detect actionable patterns and optimization signals
• Support integration of ML-based techniques into optimization workflows (workload classification, anomaly detection, predictive scaling)
• Build and maintain tooling that enables the optimization team to create, test, curate, and deploy cloud optimizations at scale
• Prototype and validate optimization recommendations before customer deployment
• Contribute to CloudZero's optimization engine architecture and performance
• Partner with Data Science, Engineering, and Product teams to transform research into customer-facing optimization intelligence
• Share GCP expertise and optimization best practices across engineering and customer-facing teams through documentation, training, and education
• Translate technical research into actionable product features and internal tooling