Customer Support Engineer Jobs in Canada, United States
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Canada, United States
Top Benefits
About the role
Who you are
- 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
- 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
- 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, identify relevant fixes, and
What the job involves
- 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
- 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
Benefits
- Health Care Benefits
- 401(k) Plan
- Remote First - Work From Anywhere
- Flexible Hours & PTO
- Home Office Stipend
- Equity
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About Upbound
The cloud service providers of today run their interfaces and services with control planes. They’re able to enable self-service and flexibility to their customers without letting go of control, governance, reliability or security. Meanwhile, enterprises continue to run their cloud infrastructure with config — resulting in instability, security risks and low productivity.
Upbound is democratizing the best kept secret in cloud computing — the control plane. By leveraging custom APIs, cloud engineers are no longer hindered by configuration drift, multiplying workspaces and frustrated developers. With Upbound, platform engineers get centralized control, governance and stability and developers get freedom of self-service.
Upbound is the creator and maintainer of the popular open source project Crossplane, a framework for building cloud native control planes. The company is a Series B startup and has raised $69M in total funding. Upbound’s backers include GV (formerly Google Ventures), Altimeter Capital and Intel Capital. For more information, please visit upbound.io.