Customer Support Engineer (REMOTE)

Position Overview

Upbound, the company behind Crossplane – the open source project that started the control plane revolution in the cloud native community – empowers companies to rise above the clouds with its Crossplane powered Universal Cloud Platform. As a Customer Support Engineer at Upbound, you will play a crucial role in ensuring our customers’ success and satisfaction. Working within a newly established Customer Support team, you will collaborate closely with product, engineering, and customer success teams in a dynamic startup environment.

Upbound is committed not only to building amazing technology but also to fostering an outstanding culture built on values such as Be Accountable, Demonstrate Craftsmanship, Champion the Customer, Collaborate Decisively, Care For Our Communities, Act as an Owner and Engage Vulnerability. We celebrate diversity and encourage people from all backgrounds to apply.

Key Responsibilities

• 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 the internal knowledge base, product documentation, and your own technical expertise.
• Identify, document, and escalate bugs and product issues to the engineering team, collaborating 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 by 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.

Required Qualifications

• 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 clearly.
• Strong problem-solving and analytical skills with keen attention to detail.
• A 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).

Preferred Qualifications

• 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.