Senior Customer Support Engineer - Remote

Overview

As a Senior Customer Support Engineer at Upbound, you will own the customer experience from first touch to full resolution, setting the standard for world-class technical support in the cloud-native ecosystem.

In Short

• Serve as a primary technical resource for customer inquiries related to Upbound’s products.
• Apply a structured troubleshooting approach to diagnose and resolve complex customer issues.
• Triage, own, and drive tickets to resolution with urgency and clear communication.
• Document and escalate bugs and product issues to Engineering.
• Partner with the Solutions team on complex customer requests.
• Contribute to a high-quality internal knowledge base using KCS methodology.
• Gather customer feedback to advocate for product improvements.
• Build or contribute to tooling and automation to enhance the support experience.

Requirements

• 4+ years of experience in a technical support or customer-facing engineering role.
• Strong troubleshooting methodology and problem-solving skills.
• Experience with Kubernetes and cloud-native technologies.
• Excellent written and verbal communication skills.
• Customer-first mindset with a drive to deliver exceptional experiences.
• Experience with observability tooling like Prometheus and Grafana.
• Familiarity with vulnerability management in containerized environments.

Benefits

• Opportunity to work with cutting-edge cloud technologies.
• Impact on how revenue is generated and scaled.
• Collaborative and innovative work environment.
• Support from a strategic customer experience team.