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 Time Mid-Level Remote Software Engineering Cloud Customer Support Technical Support Kubernetes Cloud Native Infrastructure as Code Ticketing Systems Knowledge Base Python BASH Scripting English Remote work

As a Customer Support Engineer at Upbound, you will play a crucial role in ensuring the success and satisfaction of our customers. You will be part of our newly established Customer Support team, working closely with our product, engineering, and customer success teams. This is an exciting opportunity to join a dynamic startup and make a significant impact in shaping our customer support function.

In this role, you will:

Serve as the first point of contact for customer inquiries and issues related to Upbound’s products (Spaces, Cloud, Official Extensions, Marketplace, Registry)
Triage and respond to incoming customer tickets in a timely and professional manner
Research and provide solutions to customer issues by leveraging internal knowledge base, product documentation, and your own technical expertise
Identify, document, and escalate bugs and product issues to the engineering team, collaborating with them to ensure timely resolution
Coordinate with the Solutions team to hand off complex, account-specific requests from strategic customers
Contribute to the creation and maintenance of the internal knowledge base, documenting common issues, resolutions, and best practices
Proactively communicate with customers to provide updates on ticket status, bug fixes, and new product releases
Gather and analyze customer feedback to identify trends and opportunities for product and process improvements
Collaborate with cross-functional teams to develop and implement initiatives that enhance the overall customer experience

You’re a good fit if you have:

2+ years of experience in a technical support, helpdesk, or customer service role, preferably in a SaaS or enterprise software environment
Familiarity with Kubernetes, cloud-native technologies, and infrastructure-as-code
Strong technical aptitude with the ability to quickly learn and troubleshoot complex software products
Excellent written and verbal communication skills with the ability to explain technical concepts
Strong problem-solving and analytical skills with a keen attention to detail
Customer-centric mindset with a passion for delivering exceptional support experiences
Ability to thrive in a fast-paced, dynamic startup environment
Experience working with ticketing systems and knowledge base tools (e.g., Zendesk)

It’s a plus if you have:

Previous experience with Upbound and/or Crossplane
Familiarity with unix-like shells and command-line interfaces
Basic scripting skills (Python, Bash, or similar)
Startup experience

#LI-REMOTE

Upbound

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