Cloud Support Engineer

Upsun is a cloud application platform that enables developers, Dev Ops engineers, and platform teams to build, ship, and scale applications confidently without wrestling with backend infrastructure. Our mission is to provide predictable performance, secure and compliant environments, real‑time observability, and AI‑ready features that empower hybrid teams worldwide.

• Predictable performance, even at scale
• Secure, compliant environments by default
• Real-time observability and profiling built in
• Cloning, configuration, and provisioning in seconds
• AI-ready features that plug directly into your stack

Support at Upsun is more than a ticket queue – it’s about solving complex technical challenges, collaborating globally, and helping developers succeed. Our CSEs are deeply technical, curious, and committed to creating a world‑class support experience for our users.

• Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance
• Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed
• Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on‑call rotation during working hours
• Cross‑team collaboration: Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling
• Knowledge sharing: Improve documentation and knowledge sharing across global support teams
• Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale
• Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation

• Linux systems experience: Comfortable in the terminal and can navigate production environments
• Coding or scripting ability: Experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)
• Cloud infrastructure familiarity: Worked in or supported distributed systems, containerized environments, or cloud platforms
• Networking basics: Understand how the internet works and can debug issues with DNS, SSL, CDN, etc.
• Strong written communication: Express technical ideas clearly and collaborate effectively in async global teams
• Problem‑solving mindset: Take initiative, enjoy digging into issues, and look for ways to improve processes
• Strong customer‑centric mindset: Care about delivering value to users and partners; approach problems with empathy and consider end‑user experience

We focus on hiring remote candidates in Spain or the UK. We do not provide visa sponsorship but welcome qualified candidates who are legally authorized to work in these countries.

Specific scheduling requirements:

• Flexible
  
  Hours:
  
  06:00-16:00 UTC (8 hours work)

First 6 to 9 months: Work Monday–Friday during training (onboarding).

After training: Schedule will change to include Saturdays and Sundays. You will have two fixed weekdays off (e.g., Monday and Tuesday).

• A product you can believe in: Join us in transforming how businesses build and manage web applications, driven by a positive impact as a B Corp.
• An award‑winning workplace: Recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.
• A culture that values your voice: Flexible, open, and inclusive environment where ideas shape growth.
• A global team: Collaborate with colleagues from diverse backgrounds across the world.
• Benefits and perks: Make the most of what matters to you:
  Company stock options, competitive compensation, etc.

At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they strengthen our team.