Manager, Technical Support

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.