Back to jobs
New

Customer Support Engineer (REMOTE)

Atlanta, Georgia, United States

Upbound is redefining how modern infrastructure is built for the Agentic AI Era. We’re the creators and primary maintainers of Crossplane, and we’re building the Intelligent Control Plane—a new 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’re a Series B company backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, and we’ve raised $69M to date. Learn more at upbound.io.

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 what world-class technical support looks like 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 into the Customer Experience team at Upbound  a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function.
 
In this role, you will:
  • 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
You’re a good fit if you have:
  • 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 

It’s a plus if you have:

  • Hands-on experience with Upbound and/or Crossplane
  • Familiarity with KCS (Knowledge-Centered Service) practices and methodology
  • Experience building agentic tooling, support automations, or AI-assisted workflows to improve customer outcomes
  • Proficiency with Unix-like shells and command-line interfaces
  • Scripting skills in Python, Bash, or similar
  • Startup experience you know how to operate with ambiguity and move fast
  • Hands-on experience with GitOps tooling (ArgoCD or Flux) and familiarity with reconciliation failure modes — drift, conflicts, dependency ordering
  • Background in platform engineering or internal developer platforms (IDPs) — you understand what platform teams are trying to build and why it breaks
  • Working proficiency in Go — enough to read Crossplane/provider source and identify relevant fixes

#LI-REMOTE

Why Upbound?

At Upbound, you’ll help shape the systems and strategies that drive predictable, scalable growth in a product-led company embracing usage-based models. If you're excited to build from the ground up, work with cutting-edge cloud technologies, and directly impact how revenue is generated and scaled—this is your seat at the table.

About Upbound

Upbound is pioneering infrastructure platforms for the Agentic AI Era, serving Fortune 500 companies and platform engineers across more than 100 countries. The company empowers infrastructure and platform teams with Intelligent Control Planes - based on Kubernetes and Crossplane - that provision, operate, and adapt so platforms are ready for both humans and AI agents. Upbound is the creator and primary maintainer of Crossplane, the popular open-source framework for building cloud-native control planes, with over 100 million downloads and adoption by more than 1,000 teams worldwide. A Series B startup backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, Upbound has raised $69M to date. For more information, visit www.upbound.io.

 

Create a Job Alert

Interested in building your career at Upbound - Job Posting? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Phone
Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Upbound - Job Posting’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.