Customer Success Specialist - US
Ema- Full Time
- Mid-level (3 to 4 years)
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.
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.
Cloud-based solutions for infrastructure management
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.