Customer Support Engineer

Join Upbound as a Customer Support Engineer and play a vital role in ensuring our customers' success and satisfaction. As part of our newly formed Customer Support team, you'll collaborate closely with our product, engineering, and customer success teams in a dynamic startup environment. This is an exciting chance to shape our customer support function significantly. In this role, you will: Be the first point of contact for customer inquiries and issues related to Upbound's products, including Spaces, Cloud, Official Extensions, Marketplace, and Registry. Triage and respond to incoming customer tickets with professionalism and efficiency. Research solutions for customer issues using internal knowledge bases, product documentation, and your technical expertise. Identify, document, and escalate bugs and product issues to the engineering team, ensuring timely resolutions through collaboration. Coordinate with the Solutions team to manage complex, account-specific requests from strategic customers. Contribute to the development and maintenance of our internal knowledge base by documenting common issues, solutions, and best practices. Proactively communicate ticket status, bug fixes, and new product releases to customers. Gather and analyze customer feedback to identify trends and opportunities for product and process enhancements. Work with cross-functional teams to implement initiatives that improve the overall customer experience. You’re a good fit if you have: 2+ years of experience in technical support, helpdesk, or customer service roles, ideally in a SaaS or enterprise software setting. Familiarity with Kubernetes, cloud-native technologies, and infrastructure-as-code. A strong technical aptitude with the ability to learn and troubleshoot complex software products quickly. Excellent written and verbal communication skills, able to explain technical concepts clearly. Strong problem-solving and analytical skills, with keen attention to detail. A customer-centric mindset and a passion for delivering exceptional support experiences. The ability to thrive in a fast-paced, dynamic startup environment. Experience 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.