What are the responsibilities and job description for the Technical Customer Support Engineer (L2) position at CloudZero?
About The Role
We’re looking for a driven L2 Support Specialist to join our Customer Support team and make an immediate impact. In this role, you’ll bridge technical troubleshooting and customer advocacy — diving deep into complex challenges, solving problems fast, and helping customers get the most value out of CloudZero’s platform.
You’ll act as the escalation point for L1 support, diagnosing, troubleshooting, and resolving advanced issues while working side-by-side with engineering and product teams to identify and fix defects, improve the product, and shape the customer experience. Beyond problem-solving, you’ll help scale our support function by building out knowledge bases and external documentation that empower customers and teammates alike.
This is a chance to bring your technical expertise, communication skills, and passion for collaboration to a fast-paced startup environment where your work will directly influence customer success and product growth.
What You’ll Do
Customer Support & Escalation Handling
We’re looking for a driven L2 Support Specialist to join our Customer Support team and make an immediate impact. In this role, you’ll bridge technical troubleshooting and customer advocacy — diving deep into complex challenges, solving problems fast, and helping customers get the most value out of CloudZero’s platform.
You’ll act as the escalation point for L1 support, diagnosing, troubleshooting, and resolving advanced issues while working side-by-side with engineering and product teams to identify and fix defects, improve the product, and shape the customer experience. Beyond problem-solving, you’ll help scale our support function by building out knowledge bases and external documentation that empower customers and teammates alike.
This is a chance to bring your technical expertise, communication skills, and passion for collaboration to a fast-paced startup environment where your work will directly influence customer success and product growth.
What You’ll Do
Customer Support & Escalation Handling
- 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.
- 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.