Customer Support Engineer

Upbound is the company behind Crossplane, the open source project which started the control plane revolution in the cloud native community. Upbound helps companies rise above the clouds with our Crossplane powered Universal Cloud Platform. With Upbound you get universal real-time visibility into all of your infrastructure environments, the same API centric approach Kubernetes pioneered for managing infrastructure and policies, and self service infrastructure capabilities.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 mannerResearch and provide solutions to customer issues by leveraging internal knowledge base, product documentation, and your own technical expertiseIdentify, document, and escalate bugs and product issues to the engineering team, collaborating with them to ensure timely resolutionCoordinate with the Solutions team to hand off complex, account-specific requests from strategic customersContribute to the creation and maintenance of the internal knowledge base, documenting common issues, resolutions, and best practicesProactively communicate with customers to provide updates on ticket status, bug fixes, and new product releasesGather and analyze customer feedback to identify trends and opportunities for product and process improvementsCollaborate with cross-functional teams to develop and implement initiatives that enhance the overall customer experienceYou’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 environmentFamiliarity with Kubernetes, cloud-native technologies, and infrastructure-as-codeStrong technical aptitude with the ability to quickly learn and troubleshoot complex software productsExcellent written and verbal communication skills with the ability to explain technical conceptsStrong problem-solving and analytical skills with a keen attention to detailCustomer-centric mindset with a passion for delivering exceptional support experiencesAbility to thrive in a fast-paced, dynamic startup environmentExperience working with ticketing systems and knowledge base tools (e.g., Zendesk)It’s a plus if you have:Previous experience with Upbound and/or CrossplaneFamiliarity with unix-like shells and command-line interfacesBasic scripting skills (Python, Bash, or similar)Startup experienceWhile building amazing technology is important, Upbound has an intense commitment to building a great culture. With company values like Be Accountable, Demonstrate Craftsmanship, Champion the Customer, Collaborate Decisively, Care For Our Communities, Act as an Owner and Engage Vulnerability; you'll find yourself in a place where learning, growth, impact, and fun finally intersect. Similar to the open source community we serve, we look to each other to constantly iterate and improve on what we're building and you will be a key contributor in this effort.We encourage people of all backgrounds, gender identities, ethnicities, ages, or any other descriptors that make you uniquely you, to apply with enthusiasm and confidence. Upbound is a place where you can be 100% comfortable being you.Originally posted on Himalayas

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