Senior Customer Support Engineer; REMOTE

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. We are the creators and primary maintainers of Crossplane and the Intelligent Control Plane—a 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 are a Series B company backed by GV, Altimeter Capital, and Intel Capital, and we’ve raised $69M to date.

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 world‑class technical support 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 to the Customer Experience team and is a high‑impact position for someone who thrives on solving hard problems, is driven to help, and sees great support as a craft.

• 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 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 escalates 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.

• 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” energized by solving problems for others and taking personal ownership of customer outcomes.
• Strong, systematic troubleshooting methodology, approaching complex issues with a clear framework.
• Solid experience with Kubernetes, cloud‑native technologies, and infrastructure‑as‑code.
• Excellent written and verbal communication skills—able to explain deeply technical concepts to any audience without losing precision.
• A customer‑first mindset with a relentless drive to deliver experiences that genuinely delight.
• Experience with Kubernetes and cloud‑native technologies—Helm, OCI artifact distribution, RBAC, admission webhooks, 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.

• Hands‑on experience with Upbound and/or Crossplane.
• Familiarity with KCS practices and methodology.
• Experience building agentic tooling, support automations, or AI‑assisted workflows to improve customer outcomes.
• Profici…