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'll be a trusted technical advisor to our customers, working alongside Product, Engineering, and Customer Success to make every interaction exceptional. This role reports into the Customer Experience team at Upbound a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function. In this role, you will: • 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 You're a good fit if you have: • 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 It's a plus if you have: • 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 #LI-REMOTE