Upbound
Upbound is a company that enhances cloud computing experiences, particularly through the use of Crossplane to provide self-service cloud infrastructure management. They offer products and services that simplify and automate the building of cloud-native platforms, focusing on security, compliance, and developer productivity. By using Upbound, companies can efficiently manage control planes, thereby optimizing their cloud infrastructure operations. Upbound is trusted by many organizations for its expertise in cloud native infrastructure and platform management.
Customer Success Specialist
January 18
Upbound
Upbound is a company that enhances cloud computing experiences, particularly through the use of Crossplane to provide self-service cloud infrastructure management. They offer products and services that simplify and automate the building of cloud-native platforms, focusing on security, compliance, and developer productivity. By using Upbound, companies can efficiently manage control planes, thereby optimizing their cloud infrastructure operations. Upbound is trusted by many organizations for its expertise in cloud native infrastructure and platform management.
📋 Description
• As a Customer Success Specialist at Upbound, you will be the first point of contact for customers using our universal cloud platform. • You'll play a crucial role in ensuring customer satisfaction by providing timely and effective support for technical issues, questions, and service requests. • 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
🎯 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 • Previous experience with Upbound and/or Crossplane is a plus • Container orchestration or specifically Kubernetes experience is a plus • Familiarity with unix-like shells and command-line interfaces is a plus • Basic scripting skills (Python, Bash, or similar) is a plus • Startup experience is a plus • Speak fluent German is a plus
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