Upbound
Upbound is a company that specializes in cloud native infrastructure management aimed at developers and platform teams. By leveraging Crossplane, a cloud native control plane framework, Upbound provides tools and services that simplify the management of cloud infrastructure resources through APIs. These solutions empower organizations to adopt self-service deployment strategies, enhance developer productivity, and ensure secure and compliant cloud operations. Upbound manages Crossplane operations, allowing platform teams to focus on building cloud native platforms rather than managing infrastructure life cycles.
Customer Success Specialist
January 18
Upbound
Upbound is a company that specializes in cloud native infrastructure management aimed at developers and platform teams. By leveraging Crossplane, a cloud native control plane framework, Upbound provides tools and services that simplify the management of cloud infrastructure resources through APIs. These solutions empower organizations to adopt self-service deployment strategies, enhance developer productivity, and ensure secure and compliant cloud operations. Upbound manages Crossplane operations, allowing platform teams to focus on building cloud native platforms rather than managing infrastructure life cycles.
📋 Description
• Upbound helps companies rise above the clouds with our Crossplane powered Universal Cloud Platform. • 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
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