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Role Impact:
- Own the customer experience from first touch to resolution, setting the standard for technical support in the cloud-native ecosystem.
- Act as a trusted technical advisor, collaborating with Product, Engineering, and Customer Success to ensure every interaction is exceptional.
- Advocate for product improvements by gathering customer feedback and driving process enhancements across the team.
Key Responsibilities:
- Diagnose and resolve complex technical issues using a methodical approach, from hypothesis to root cause analysis.
- Proactively manage ticket resolution with clear updates, ensuring customers are informed throughout the process.
- Document and escalate bugs to Engineering with thorough reproduction steps to facilitate fast fixes.
Qualifications and Plus Factors:
- 4+ years in technical support or customer-facing engineering roles, ideally in SaaS or enterprise infrastructure.
- Strong experience with Kubernetes, Helm, OCI artifacts, RBAC, and policy frameworks like OPA/Gatekeeper.
- Proficiency in observability tools such as Prometheus and Grafana for independent root cause analysis.
- Hands-on experience with Upbound/Crossplane, GitOps tooling, or Go scripting is a significant plus.
Upbound
Upbound is redefining how modern infrastructure is built for the Agentic AI Era, creating and maintaining Crossplane and building an Intelligent Control Plane. It is a Series B startup with over 1,000 teams using its open-source framework, backed by major investors like GV and Intel Capital, and fosters a product-led culture focused on cutting-edge cloud-native technologies.