Customer Support Engineer

This is a fully remote position, open to applicants in North America.

📋 Description

• Act as the primary technical point of contact for customer inquiries regarding Upbound’s products such as Spaces, Cloud, Official Extensions, Marketplace, Registry, and more, ensuring a “wow” experience with each interaction.

• Utilize a structured and methodical troubleshooting approach to diagnose and resolve intricate customer issues, efficiently transitioning from hypothesis to root cause.

• Manage, own, and drive tickets to resolution with urgency and clear communication, proactively keeping customers updated throughout the process.

• Identify, document, and escalate bugs and product issues to the Engineering team with detailed reproduction steps, collaborating closely to ensure prompt resolutions.

• Collaborate with the Solutions team on complex, strategic customer requests, ensuring smooth transitions and continuity of experience.

• Capture and contribute knowledge back to the team, building and maintaining a high-quality internal knowledge base using the KCS (Knowledge-Centered Service) methodology.

• Collect and analyze customer feedback to identify trends, advocate for product enhancements, and drive process improvements across the team.

• Develop or contribute to agentic tooling, automation, and internal workflows that significantly improve the support experience and amplify your own impact.

⛳️ Requirements

• Over 4 years of experience in a technical support or customer-facing engineering role, preferably within a SaaS or enterprise infrastructure setting.

• Possess a natural “helper gene”; you thrive on solving problems for others and take personal responsibility for customer outcomes.

• Strong, systematic troubleshooting methodology; you approach complex issues with a clear framework rather than relying solely on instinct.

• Solid experience with Kubernetes, cloud-native technologies, and infrastructure-as-code.

• Exceptional written and verbal communication skills, enabling you to convey deeply technical concepts to any audience without sacrificing precision.

• A customer-first mindset with an unwavering commitment to providing experiences that truly delight customers.

• Strong experience with Kubernetes and cloud-native technologies, including Helm, OCI artifact distribution, RBAC, admission webhooks, and policy frameworks (OPA/Gatekeeper, Kyverno).

• Capable of independently conducting root cause analysis using observability tools—such as Prometheus, Grafana, Loki, or equivalent—without relying on Engineering to interpret metrics or traces.

• Experience in vulnerability management within containerized environments, including triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams.

🏝️ Benefits

• Health insurance

• Professional development opportunities