Senior Customer Support Engineer (REMOTE)

Senior Customer Support Engineer 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 will be a trusted technical advisor to our customers, working alongside product, engineering, and customer success to make every interaction exceptional. This role reports to the Customer Experience team and is a high‑impact role for someone who enjoys solving hard problems and who takes ownership of customer outcomes. Responsibilities 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 each step of the way Identify, document, and escalates bugs and product issues to engineering with thorough reproduction steps 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 by building and maintaining a high‑quality internal knowledge base using KCS 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 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 energizing you to solve problems for others and take personal ownership of customer outcomes Strong, systematic troubleshooting methodology; 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, able to 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—Helm, OCI artifact distribution, RBAC, admission webhooks, policy frameworks (OPA/Gatekeeper, Kyverno) Able to drive root cause analysis independently using observability tooling (Prometheus, Grafana, Loki, or equivalent) Experience with vulnerability management in containerized environments—triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams It’s a Plus if You Have Hands‑on experience with Upbound and/or Crossplane Familiarity with KCS 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, operating with ambiguity and moving 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) Working proficiency in Go—enough to read Crossplane/provider source and identify relevant fixes Remote role (#LI‑REMOTE). #J-18808-Ljbffr