Customer Support Engineer (REMOTE)

Upbound - Job Posting • New York, NY

8h • Remote

About The Position

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. We’re the creators and primary maintainers of Crossplane, and we’re building the Intelligent Control Plane—a new platform layer that makes infrastructure programmable, autonomous, and composable.
Our mission is to power the AI-native enterprise with a foundational platform layer that helps teams provision, operate, and adapt infrastructure at scale—so platforms are ready for both humans and AI agents. We partner with leading cloud providers, ISVs, and open-source communities to help organizations move faster with greater confidence.
Today, Upbound supports Fortune 500 companies and platform engineers across 100+ countries. Crossplane has surpassed 100M+ downloads and is used by 1,000+ teams worldwide. We’re a Series B company backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, and we’ve raised $69M to date. Learn more at upbound.io.
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.

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

Nice To Haves

• 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

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

Benefits

• At Upbound, you’ll help shape the systems and strategies that drive predictable, scalable growth in a product-led company embracing usage-based models. If you're excited to build from the ground up, work with cutting-edge cloud technologies, and directly impact how revenue is generated and scaled—this is your seat at the table.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed