Senior IT Support Engineer
Simply Business
JamfPython
Support Engineer, L2
CloudZero
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudGoogle Cloud Platform
About the role
- 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.
Requirements
- 3+ years in a technical support, systems engineering, or DevOps-related role.
- Strong knowledge of cloud infrastructure (AWS required; Azure and GCP a plus).
- Proficiency with APIs, log analysis, and troubleshooting SaaS applications.
- Excellent written and verbal communication skills with a customer-first mindset.
- Experience using ticketing systems (DevRev, Jira, Zendesk or similar).
- Familiarity with FinOps, cloud cost management, or SaaS financial tools is preferred but not required.
- Background working in a fast-paced SaaS or startup environment preferred but not required.
Benefits
- Please note: CloudZero is unable to sponsor employment visas. Candidates must have permanent authorization to work in the United States without the need for current or future sponsorship.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportsystems engineeringDevOpscloud infrastructureAPIslog analysistroubleshootingSaaS applicationscloud cost managementFinOps
Soft skills
communication skillscustomer-first mindsetmentoringproblem-solvingcollaboration
