Customer Support Engineer

🕒 Abril 28

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Upbound

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2017

☁️ SaaS

🏢 Corporativo

Cloud Computing • SaaS • Enterprise

A Upbound é uma empresa especializada em gestão de infraestrutura nativa da nuvem, voltada para desenvolvedores e equipes de plataforma. Ao aproveitar o Crossplane, uma estrutura de plano de controle nativa da nuvem, a Upbound fornece ferramentas e serviços que simplificam a gestão de recursos de infraestrutura em nuvem por meio de APIs. Essas soluções capacitam as organizações a adotar estratégias de implantação de autosserviço, aumentar a produtividade dos desenvolvedores e garantir operações seguras e compatíveis em nuvem. A Upbound gerencia operações do Crossplane, permitindo que as equipes de plataforma se concentrem na construção de plataformas nativas da nuvem em vez de gerenciar ciclos de vida de infraestrutura.

Descrição

• 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 single 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 escalate 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

🎯 Requisitos

• 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” you’re energized by solving problems for others and take personal ownership of customer outcomes • Strong, systematic troubleshooting methodology you approach complex issues with a clear framework, not just instinct • Solid experience with Kubernetes, cloud-native technologies, and infrastructure-as-code • Excellent written and verbal communication skills you can explain deeply technical concepts to any audience without losing precision • A customer-first mindset with a relentless drive to deliver experiences that genuinely delight • Solid experience with Kubernetes and cloud-native technologies — including Helm, OCI artifact distribution, RBAC, admission webhooks, and 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

🏖️ Benefícios

• Competitive salary • Health insurance • Professional development opportunities