Customer Success Specialist - US
EmaSalary not specified
- Full Time
- Mid-level (3 to 4 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Cloud Computing, SaaSIndustries
Position Overview
- Location Type: Remote
- Employment Type: Full-time
- Salary: Not specified
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.
Responsibilities
- 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
It’s a plus if you have:
- Previous experience with Upbound and/or Crossplane
- Container orchestration, specifically Kubernetes experience
- Familiarity with unix-like shells and command-line interfaces
- Basic scripting skills (Python, Bash, or similar)
- Startup experience
Company Information
- Company: Upbound
#LI-REMOTE
Skills
Customer Support
Technical Support
Cloud Computing
Infrastructure Management
IaC
GitHub Issues
Ticket Management
Support Tools
Troubleshooting
Problem-Solving
Communication Skills
Account Management
Knowledge Base Management
UpBound
Cloud-based solutions for infrastructure management
About UpBound
Upbound provides cloud-based solutions designed to help businesses streamline their operations and manage their cloud infrastructure more effectively. Their services include managed control planes that allow platform teams to scale resources as needed, ensuring optimal performance. A key feature is the ability to auto-scale control planes to support platforms with over 1,000 Custom Resource Definitions (CRDs), which means resources can adjust automatically based on demand. Upbound also offers Upbound Spaces, enabling organizations to deploy managed control planes in their own environments, which is beneficial for compliance with data privacy regulations. Unlike many competitors, Upbound focuses on simplifying the management of various cloud service providers and tools through centralized control. The company's goal is to empower businesses to innovate rapidly while maintaining efficient infrastructure management, with a subscription-based model that generates recurring revenue.
Seattle, WashingtonHeadquarters
2017Year Founded
$67.1MTotal Funding
SERIES_BCompany Stage
Enterprise Software, CybersecurityIndustries
51-200Employees