Own and resolve complex technical tickets end to end
Trace issues across APIs, logs, databases, and the pipeline that moves customer AI-spend and
Work a live ticket backlog, prioritize by impact, and drive clear communication
Decide the right path for each issue: resolve directly, route to Customer Success, or escalate to
Investigate the health of customer cloud-billing connections across cloud providers
Build knowledge content: docs, runbooks, and guides for AI deflection

🎯 Requirements

3-5 years in a complex troubleshooting environment at the application and data level
Working SQL: read and write queries against complex data (Snowflake)
Log-analysis fluency from the command line (Sumo Logic, Snowflake)
Day-to-day fluency with agentic AI tools (Claude Code, Codex)
Understanding of cloud infrastructure for billing and cost data (AWS, Azure, GCP)
Experience with customer support platforms (Fin/Intercom, Zendesk)

🎁 Benefits

Offers Equity
Salary $85K – $130K

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