Manager, Technical Support

2 weeks ago

Boston, United States CloudZero Full time

About the Role:CloudZero is seeking a Manager of Technical Support to build, lead, and scale our technical support function from the ground up. This is a hands‑on role: you'll manage 3 support engineers initially while still handling escalated technical issues yourself. You’ll set this team up for additional growth next year.Working with sophisticated B2B accounts and high-value contracts, you’ll establish a technical support operation known for real technical depth, not superficial ticket handling, and ensure customers experience fast, accurate, and expert‑level issue resolution.What You’ll Do:In this role, you’ll 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.What You’ll Bring: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.Ability to write code (Python preferred) to read logs, understand engineering workflows, and create occasional diagnostic scripts, with comfort using AI tools for support.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.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. #J-18808-Ljbffr

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