Upbound
Customer Support Engineer
Remote
Full Time
#Software Engineering
#Cloud
#Customer Support
#Technical Support
#Kubernetes
#Cloud Native
#Infrastructure as Code
#Ticketing Systems
#Knowledge Base
#Python
#BASH
#Scripting
Upbound is looking for a Customer Support Engineer
Full TimeMid-LevelRemoteSoftware EngineeringCloudCustomer SupportTechnical SupportKubernetesCloud NativeInfrastructure as CodeTicketing SystemsKnowledge BasePythonBASHScriptingEnglishRemote work
We are looking for a Customer Support Engineer to join our growing team at Upbound. You will help shape our support function while working alongside our engineering and product teams to ensure our users get the most out of our cloud-native offerings, including our Marketplace, Registry, and Spaces products.
Responsibilities
- Act as the primary contact for customer inquiries regarding our platform and services.
- Manage and resolve incoming tickets with a focus on speed and accuracy.
- Troubleshoot technical issues by utilizing our internal documentation and your own expertise.
- Report bugs to our engineering team and track them through to resolution.
- Partner with our Solutions team to manage complex requests from our strategic clients.
- Build out our internal knowledge base by documenting best practices and common solutions.
- Keep customers informed about the status of their tickets and share updates on new product releases.
- Analyze user feedback to help us improve our processes and product roadmap.
Must-haves
- At least 2 years of experience in technical support or helpdesk roles, ideally within a SaaS or enterprise software setting.
- Practical knowledge of Kubernetes, cloud-native architecture, and infrastructure-as-code.
- A strong technical aptitude and the ability to troubleshoot complex software.
- Excellent communication skills, both written and verbal.
- A detail-oriented approach to problem-solving.
- A passion for customer success and a desire to work in a fast-paced startup environment.
- Proficiency with standard ticketing systems and knowledge base platforms.
Nice-to-haves
- Previous experience working with Upbound or Crossplane.
- Familiarity with command-line interfaces and Unix-like shells.
- Basic scripting abilities in languages like Python or Bash.
- Prior experience working in a startup.
Benefits
- Fully remote work environment.
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