Technical Analyst providing technical/customer support in a hybrid environment. Handling multi - tasking responsibilities while ensuring timely service delivery in a global organization.
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
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