As a Customer Support Engineer at Upbound, you will play a crucial role in ensuring the success and satisfaction of our customers. You will be part of our newly established Customer Support team, working closely with our product, engineering, and customer success teams. This is an exciting opportunity to join a dynamic startup and make a significant impact in shaping our customer support function.
In this role, you will:
- Serve as the first point of contact for customer inquiries and issues related to Upbound’s products (Spaces, Cloud, Official Extensions, Marketplace, Registry)
- Triage and respond to incoming customer tickets in a timely and professional manner
- Research and provide solutions to customer issues by leveraging internal knowledge base, product documentation, and your own technical expertise
- Identify, document, and escalate bugs and product issues to the engineering team, collaborating with them to ensure timely resolution
- Coordinate with the Solutions team to hand off complex, account-specific requests from strategic customers
- Contribute to the creation and maintenance of the internal knowledge base, documenting common issues, resolutions, and best practices
- Proactively communicate with customers to provide updates on ticket status, bug fixes, and new product releases
- Gather and analyze customer feedback to identify trends and opportunities for product and process improvements
- Collaborate with cross-functional teams to develop and implement initiatives that enhance the overall customer experience
You’re a good fit if you have:
- 2+ years of experience in a technical support, helpdesk, or customer service role, preferably in a SaaS or enterprise software environment
- Familiarity with Kubernetes, cloud-native technologies, and infrastructure-as-code
- Strong technical aptitude with the ability to quickly learn and troubleshoot complex software products
- Excellent written and verbal communication skills with the ability to explain technical concepts
- Strong problem-solving and analytical skills with a keen attention to detail
- Customer-centric mindset with a passion for delivering exceptional support experiences
- Ability to thrive in a fast-paced, dynamic startup environment
- Experience working with ticketing systems and knowledge base tools (e.g., Zendesk)
