Production Support Analyst ensuring stability of enterprise systems and troubleshooting issues. Collaborating with teams for timely incident resolution in a hybrid work environment.
About the role
- Customer Support Engineer providing technical assistance for Upbound's cloud-native solutions. Resolving complex customer inquiries and collaborating with Product, Engineering, and Customer Success 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
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Administrator providing comprehensive technical support for artists in VFX and animation studio environments. Focusing on user accounts, device management, and production support.
Support Engineer for Data & Analytics operations at Sun Life. Responsible for maintaining core legacy applications and safeguarding client data across Cloud technologies.
WordPress Support Developer maintaining and improving live client websites for a Canada - based digital marketing agency. Focused on troubleshooting, bug fixes, and ensuring optimal website performance with multiple CMS platforms.
Mechanical Lab Support Technician responsible for validation procedures in aerospace and regulated industries. Engaging in core testing and validation processes with a focus on environmental stress and equipment management.
Systems Administrator and Support Engineer providing desktop support and systems administration at CMiC. Managing cloud infrastructure while resolving end - user technical issues in a hybrid work environment.
Customer Support Developer at Airbyte focusing on database support and integration development. Collaborating with customers to ensure effective data movement and integration.
Technical Support Engineer resolving customer inquiries with technical support for Leadpages. Collaborating with teams and managing customer communications remotely from Victoria, Canada.
Trading Systems Support Analyst supporting Order Management Systems at Picton Mahoney Asset Management. Resolving technical issues and enhancing system performance for investment platforms.
Technical Support Specialist assisting clients with application issues for health service providers. Collaborating with technical teams and enhancing system reliability through effective troubleshooting and documentation.