Senior Customer Support Engineer (REMOTE)

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. As a Senior Customer Support Engineer, you will own the customer experience and serve as a primary technical resource for customer inquiries related to Upbound’s products, ensuring exceptional support and collaboration across teams.

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 every step of the way
• Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution
• 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 building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) 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 own impact

Requirements:

• 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' you're energized by solving problems for others and take personal ownership of customer outcomes
• Strong, systematic troubleshooting methodology you 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 you can 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 — including Helm, OCI artifact distribution, RBAC, admission webhooks, and policy frameworks (OPA/Gatekeeper, Kyverno)
• Able to drive root cause analysis independently using observability tooling — Prometheus, Grafana, Loki, or equivalent — without needing Engineering to interpret metrics or traces for you
• Experience with vulnerability management in containerised environments — triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams
• Hands-on experience with Upbound and/or Crossplane
• Familiarity with KCS (Knowledge-Centered Service) 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 you know how to operate with ambiguity and move 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) — you understand what platform teams are trying to build and why it breaks
• Working proficiency in Go — enough to read Crossplane/provider source and identify relevant fixes