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CloudZero · 2 months ago

Manager, Technical Support

Boston

Full-time

Onsite

Mid, Senior Level

$120K/yr - $150K/yr

CloudZero is seeking a Manager of Technical Support to build, lead, and scale their technical support function. In this hands-on role, the manager will oversee a team of support engineers while directly handling escalated technical issues, ensuring high-quality support for B2B accounts.

Cloud ComputingCloud ManagementDeveloper ToolsDevOpsMachine LearningSaaSSoftware

No H1B

Responsibilities

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

Qualification

Cloud infrastructureTechnical support managementEscalation protocolsPython programmingB2B SaaS experienceComfort with ambiguityFast-moving environment adaptabilityCommitIterate principle

Required

Deep technical proficiency in cloud infrastructure, including debugging AWS services, Kubernetes deployments, API integrations, and database queries

Ability to trace customer cost-data issues end-to-end across the full technical pipeline

Experience managing technical support teams within B2B SaaS organizations, with a focus on hiring for technical depth over communication polish

Background building escalation protocols and identifying the difference between vanity metrics and metrics that meaningfully impact performance

Strong comfort with ambiguity and operating in fast-moving environments where processes must be defined rather than inherited

Confident in forming opinions on how technical support should operate and capable of implementing systems from scratch

Alignment with CloudZero's 'Commit and Iterate' principle, with the ability to execute effectively in a fast-growing startup environment

Preferred

Ability to write code (Python preferred) to read logs, understand engineering workflows, and create occasional diagnostic scripts, with comfort using AI tools for support