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Customer Support Engineer (REMOTE)
Posted 11 days agoViewed
💎 Seniority level: Junior, 2+ years
🔍 Industry: Software Development
🏢 Company: Upbound👥 11-50💰 $60,000,000 Series B over 3 years agoInformation ServicesCloud ComputingInformation TechnologySoftware
🗣️ Languages: English
⏳ Experience: 2+ years
Requirements:
- 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)
Responsibilities:
- 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
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