Customer Support Engineer(REMOTE)

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Requirements:

• 1-3 years of customer success or technical support experience in a SaaS or cloud platform environment.
• Understanding of cloud computing and infrastructure management concepts.
• Provided technical support in and around cloud platforms and IaC products and tools.
• Experience with GitHub Issues.
• Experience with ticket management systems and support tools.
• Strong written and verbal communication skills in English.
• Ability to explain technical concepts to users of varying technical backgrounds.
• Deeply curious and analytical with strong troubleshooting and problem-solving skills.
• Customer-service oriented mindset with strong interpersonal skills.

Responsibilities:

• Serve as the first line of support for Upbound platform users.
• Handle initial customer inquiries through various channels (email, chat, ticket system).
• Triage and categorize incoming support tickets according to priority and complexity.
• Troubleshoot and resolve basic to moderate technical issues related to the Upbound platform.
• Escalate complex technical issues to Engineering and Solutions support teams with proper documentation and context.
• Maintain accurate records of all customer interactions and support tickets.
• Create and update knowledge base articles based on common customer inquiries.
• Monitor system status and alert relevant teams of any potential issues.
• Assist customers with account management, access issues, and basic configuration questions.
• Participate on an on call rotation.