[Hiring] Customer Support Engineer @Upbound

Role Description

As a Senior Customer Support Engineer at Upbound, you won’t just resolve tickets, you'll own the customer experience from first touch to full resolution, setting the standard for what world-class technical support looks like in the cloud-native ecosystem. You’ll be a trusted technical advisor to our customers, working alongside Product, Engineering, and Customer Success to make every interaction exceptional. This role reports into the Customer Experience team at Upbound, a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function.

• Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch.
• Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause.
• Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way.
• Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution.
• Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience.
• Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology.
• Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team.
• Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact.

Qualifications

• 4+ years of experience in a technical support or customer-facing engineering role, ideally in a SaaS or enterprise infrastructure environment.
• A natural “helper gene” you’re energized by solving problems for others and take personal ownership of customer outcomes.
• Strong, systematic troubleshooting methodology you approach complex issues with a clear framework, not just instinct.
• Solid experience with Kubernetes, cloud-native technologies, and infrastructure-as-code.
• Excellent written and verbal communication skills you can explain deeply technical concepts to any audience without losing precision.
• A customer-first mindset with a relentless drive to deliver experiences that genuinely delight.
• Solid experience with Kubernetes and cloud-native technologies — including Helm, OCI artifact distribution, RBAC, admission webhooks, and policy frameworks (OPA/Gatekeeper, Kyverno).
• Able to drive root cause analysis independently using observability tooling — Prometheus, Grafana, Loki, or equivalent — without needing Engineering to interpret metrics or traces for you.
• Experience with vulnerability management in containerised environments — triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams.

Requirements

• Hands-on experience with Upbound and/or Crossplane.
• Familiarity with KCS (Knowledge-Centered Service) practices and methodology.
• Experience building agentic tooling, support automations, or AI-assisted workflows to improve customer outcomes.
• Proficiency with Unix-like shells and command-line interfaces.
• Scripting skills in Python, Bash, or similar.
• Startup experience you know how to operate with ambiguity and move fast.
• Hands-on experience with GitOps tooling (ArgoCD or Flux) and familiarity with reconciliation failure modes — drift, conflicts, dependency ordering.
• Background in platform engineering or internal developer platforms (IDPs) — you understand what platform teams are trying to build and why it breaks.
• Working proficiency in Go — enough to read Crossplane/provider source, identify relevant fixes, and.

Benefits

• At Upbound, you’ll help shape the systems and strategies that drive predictable, scalable growth in a product-led company embracing usage-based models.
• If you're excited to build from the ground up, work with cutting-edge cloud technologies, and directly impact how revenue is generated and scaled—this is your seat at the table.