Senior Customer Support Engineer (REMOTE)

Senior Customer Support EngineerAs 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.ResponsibilitiesServe 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 touchApply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root causeTriage, own, and drive tickets to resolution with urgency and clear communication, proactively keeping customers informed each step of the wayIdentify, document, and escalates bugs and product issues to engineering with thorough reproduction stepsPartner with the solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experienceCapture and contribute knowledge back to the team by building and maintaining a high-quality internal knowledge base using KCS methodologyGather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the teamBuild or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your impactQualifications4+ years of experience in a technical support or customer-facing engineering role, ideally in a SaaS or enterprise infrastructure environmentA natural helper gene energizing you to solve problems for others and take personal ownership of customer outcomesStrong, systematic troubleshooting methodology; approach complex issues with a clear framework, not just instinctSolid experience with Kubernetes, cloud-native technologies, and infrastructure-as-codeExcellent written and verbal communication skills, able to explain deeply technical concepts to any audience without losing precisionA customer-first mindset with a relentless drive to deliver experiences that genuinely delightSolid 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 teamsIt's a Plus if You HaveHands-on experience with Upbound and/or CrossplaneFamiliarity with KCS practices and methodologyExperience building agentic tooling, support automations, or AI-assisted workflows to improve customer outcomesProficiency with Unix-like shells and command-line interfacesScripting skills in Python, Bash, or similarStartup experience, operating with ambiguity and moving fastHands-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 fixesRemote role (#LI-REMOTE).J-18808-Ljbffr