UpBound

Customer Success Specialist (North America)

Houston, Texas, United States

UpBound Logo
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Cloud Computing, SaaSIndustries

Requirements

Candidates should have 1-3 years of customer success or technical support experience in a SaaS or cloud platform environment, an understanding of cloud computing and infrastructure management concepts, experience with GitHub Issues, experience with ticket management systems and support tools, strong written and verbal communication skills in English, and the ability to explain technical concepts to users of varying technical backgrounds.

Responsibilities

As a Customer Success Specialist, you will serve as the first line of support for Upbound platform users, handle initial customer inquiries through various channels, triage and categorize incoming support tickets, troubleshoot and resolve basic to moderate technical issues, escalate complex issues to Engineering and Solutions support teams, maintain accurate records of customer interactions, create and update knowledge base articles, monitor system status, assist customers with account management and configuration questions, and participate on an on-call rotation.

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.

Key Metrics

Seattle, WashingtonHeadquarters
2017Year Founded
$67.1MTotal Funding
SERIES_BCompany Stage
Enterprise Software, CybersecurityIndustries
51-200Employees

Benefits

Equity
Health care benefits
401k plan
Work from anywhere
Flexible hours & PTO
Home office stipend

Risks

Name confusion with rent-to-own company involved in a lawsuit poses reputational risk.
Increased competition in cloud-native platforms may dilute Upbound's market share.
Rapid technological advancements require continuous innovation, straining Upbound's resources.

Differentiation

Upbound offers managed control planes powered by Crossplane, a unique cloud-native solution.
The company provides auto-scaling for platforms with over 1,000 Custom Resource Definitions.
Upbound Spaces allows deployment of managed control planes in private environments for data compliance.

Upsides

Increased adoption of Kubernetes boosts demand for Upbound's Crossplane solutions.
Multi-cloud strategies create opportunities for Upbound's centralized control solutions.
Rise of platform engineering increases need for Upbound's managed control planes.

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