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Technical Support Engineer Jobs in Boston, MA (NOW HIRING)

CloudZero

Technical Support Engineer II

Boston, MA · On-site

$85K - $130K/yr

About the Role CloudZero's Technical Support team is the bridge between our customers and software developers, where the hard problems land after our AI frontline (Fin) deflects the routine. This is ...

Socket.dev

Technical Support Engineer II

Boston, MA · On-site

$100 - $125/hr

About the Role CloudZero's Technical Support team is the bridge between our customers and software developers, where the hard problems land after our AI frontline (Fin) deflects the routine. This is ...

New

CloudZero

Technical Support Engineer II

Boston, MA · Remote

$85K - $130K/yr

About the Role CloudZero's Technical Support team is the bridge between our customers and software developers, where the hard problems land after our AI frontline (Fin) deflects the routine. This is ...

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All JobsTechnical Support Engineer JobsTechnical Support Engineer Jobs in Boston, MA

Technical Support Engineer information

See Boston, MA salary details

$40.7K

$85.9K

$129.8K

How much do technical support engineer jobs pay per year?

As of Sep 8, 2026, the average yearly pay for technical support engineer in Boston, MA is $85,856.00, according to ZipRecruiter salary data. Most workers in this role earn between $63,000.00 and $107,000.00 per year, depending on experience, location, and employer.

What is a technical support engineer?

Technical support engineers work with companies to solve technical issues within their computer systems. As a technical support engineer, you troubleshoot computer hardware and software issues with employees. You work to resolve the problems and try to prevent them from happening again. Some technical support engineers work primarily over the phone or computer, guiding the staff to fix the problems remotely. For more substantial issues, technical support engineers may travel to the client’s office to resolve the issue in person.

What does a technical support engineer do?

A Technical Support Engineer helps customers and clients troubleshoot and resolve technical issues related to products or services. They provide assistance via phone, email, chat, or in person, and may also guide users through installation, configuration, and maintenance processes. In addition to solving immediate problems, Technical Support Engineers often document solutions, escalate complex issues, and work with development or engineering teams to resolve deeper technical challenges. Their goal is to ensure customer satisfaction by delivering effective and timely support.

What are the key skills and qualifications needed to thrive as a technical support engineer?

To thrive as a Technical Support Engineer, you need a strong foundation in troubleshooting, computer networking, and system diagnostics, often supported by a degree in IT or computer science. Familiarity with ticketing systems, remote desktop tools, and certifications like CompTIA A+ or Microsoft Certified Solutions Expert (MCSE) are commonly required. Excellent communication, patience, and problem-solving abilities help you resolve issues effectively and build positive customer relationships. These skills ensure timely resolution of technical problems, customer satisfaction, and smooth operation of technology systems.

How does a technical support engineer typically collaborate with other departments to resolve complex customer issues?

Technical Support Engineers frequently work cross-functionally with teams such as development, quality assurance, and product management to resolve complex technical problems. When an issue cannot be resolved through standard troubleshooting, engineers escalate cases and share detailed findings with these departments. This collaboration ensures that customer feedback is communicated, bugs are addressed, and permanent solutions are implemented. Regular meetings and clear documentation are essential for smooth teamwork and successful problem resolution.
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Technical Support Engineer jobs near you
Infographic showing various Technical Support Engineer job openings in Boston, MA as of September 2026, with employment types broken down into 1% As Needed, 78% Full Time, 18% Part Time, and 3% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $85,856 per year, or $41.3 per hour.

Technical Support Engineer II

CloudZero

Boston, MA • On-site

$85K - $130K/yr

Full-time

Posted 4 days ago

Job description

About the Role
CloudZero's Technical Support team is the bridge between our customers and software developers, where the hard problems land after our AI frontline (Fin) deflects the routine. This is a technical problem-solving role first and a customer-facing role second.
You'll leverage AI to dive deep into logs, queries, APIs, and data pipelines, tracing how a customer's AI-spend and cloud-cost data moves through our platform and working out why something looks wrong.
Most of our stack is bespoke, so we'll teach you the product, but you need to arrive a strong, curious troubleshooter comfortable with ambiguity who thinks on your feet. We comprehend and resolve hard problems ourselves, escalating to engineering only when necessary. We're accelerating problem-solving, trading "old support" for speed.
What You'll Do
  • Own and resolve complex technical tickets end to end. Trace issues across APIs, logs, databases, and the pipeline that moves customer AI-spend and cloud-cost data through CloudZero, and resolve them without engineering when possible.
  • Work a live ticket backlog, prioritize by impact, and drive clear communication whether with engineering or with customers.
  • Decide the right path for each issue: resolve directly, route contracts and renewals to Customer Success, escalate to engineering.
  • Investigate the health of customer cloud-billing connections across cloud providers: how they're set up, what data should arrive and when, and what "healthy" looks like.
  • Build the knowledge content that powers AI deflection: docs, runbooks, and guides that let Fin and our internal AI tooling deflect, accelerate, and resolve issues before they reach a person.
  • Use and sharpen our AI tooling to troubleshoot faster, including helping tune Fin's AI agent to handle more on its own.
What You Bring
  • A strong technical foundation and problem-solving mindset, a real drive to help customers, and an ability to remain calm in ambiguity.
  • 3-5 years in a complex troubleshooting environment, at the application and data level (this isn't an infrastructure-operations role).
  • Sharp diagnostic instincts: you reason from APIs, logs, and data flow to a root cause.
  • Working SQL: you read and write queries against complex data (Snowflake or similar) comfortably. More than basic, short of expert.
  • Log-analysis fluency, including from the command line (Sumo Logic, Snowflake, or comparable).
  • Day-to-day fluency with agentic AI tools (Claude Code, Codex, or similar), and the judgment to catch when the AI is wrong before it reaches a customer.
  • Enough understanding of cloud infrastructure to reason about billing and cost data: where it comes from, how it flows, and what it should look like coming back.
  • Clear, confident written and verbal communication with customers.
  • Experience with customer support platforms. Fin (formerly Intercom) preferred; Zendesk, Pylon, and DevRev comparable. Experience optimizing Fin or Intercom is a plus, as is building your own tooling or improving ours to optimize Fin's AI agent.
  • REST API fluency (Intercom, Atlassian, and similar).
  • A habit of building reusable AI workflows, authoring skills and prompts that turn a solved problem into a repeatable asset.
Nice to Have
  • Hands-on exposure to multi-cloud billing or cost data (AWS, Azure, GCP, OCI)
  • Deeper AI-operations experience, including permission scoping, plugin distribution, and curating known agent failure modes
  • FinOps or cloud cost-management background
  • Experience in a fast-paced startup or SaaS environment

About CloudZero
CloudZero is the AI ROI Company. We built the financial control plane for AI: the system finance, IT, and engineering use to connect every AI dollar to the outcome it produced. Across every provider. In real time.
AI spend is the fastest-growing line on enterprise P&Ls and the least understood. Only 14% of CFOs can prove AI ROI today. CloudZero answers the question no one else can: what did it cost to produce this outcome, for this customer, on this model.
The largest cloud spenders on the planet already run on CloudZero, including Coinbase, Duolingo, DoorDash, and Shutterstock. We processed 14 trillion billing events in the last twelve months. We're the first listed partner on Anthropic's cost and usage API. We've raised over $119 million, including a $56 million Series C backed by leading venture capital firms.
Why Join Our Team?
At CloudZero, you'll find a collaborative, fast-moving environment where your work makes a direct impact. We're a team that values ownership, creativity, and curiosity - and we're tackling some of the most complex challenges in the cloud space. If you're excited by working with cutting-edge technology, driving meaningful outcomes, and growing with a company that's scaling fast, we'd love to hear from you!

Apply