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

Sales Support Engineer

Project Customer Support Analyst

Senior Technical Analyst

Technical Support Engineer II