Customer Success Specialist - Remote

Overview

As a Customer Success Specialist at Upbound, you will be the first point of contact for customers using our universal cloud platform. You'll play a crucial role in ensuring customer satisfaction by providing timely and effective support for technical issues, questions, and service requests.

In Short

• Serve as the first line of support for Upbound platform users, handle initial customer inquiries through various channels (email, chat, ticket system)
• Triage and categorize incoming support tickets according to priority and complexity
• Troubleshoot and resolve basic to moderate technical issues related to the Upbound platform
• Escalate complex technical issues to Engineering and Solutions support teams with proper documentation and context
• Maintain accurate records of all customer interactions and support tickets
• Create and update knowledge base articles based on common customer inquiries
• Monitor system status and alert relevant teams of any potential issues
• Assist customers with account management, access issues, and basic configuration questions
• Participate on an on call rotation

Requirements

• 1-3 years of customer success or technical support experience in a SaaS or cloud platform environment
• Understanding of cloud computing and infrastructure management concepts
• Provided technical support in and around cloud platforms and IaC products and tools
• Experience with GitHub Issues
• Experience with ticket management systems and support tools
• Strong written and verbal communication skills in English
• Ability to explain technical concepts to users of varying technical backgrounds
• Deeply curious and analytical with strong troubleshooting and problem-solving skills
• Customer-service oriented mindset with strong interpersonal skills

Benefits

• Previous experience with Upbound and/or Crossplane
• Container orchestration, specifically Kubernetes experience
• Familiarity with unix-like shells and command-line interfaces
• Basic scripting skills (Python, Bash, or similar)
• Startup experience