Full-Time Customer Success Specialist

Upbound is the company behind Crossplane, the open source project which started the control plane revolution in the cloud native community. Upbound helps companies rise above the clouds with our Crossplane powered Universal Cloud Platform. With Upbound you get universal real-time visibility into all of your infrastructure environments, the same API centric approach Kubernetes pioneered for managing infrastructure and policies, and self service infrastructure capabilities.

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.

In this role, you will:

• 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

You’re a good fit if you have:

• 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

It’s a plus if you have:

• Previous experience with Upbound and/or Crossplane
• Container orchestration or specifically Kubernetes experience
• Familiarity with unix-like shells and command-line interfaces
• Basic scripting skills (Python, Bash, or similar)
• Startup experience
• Speak fluent German

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