Customer Success Specialist, Upbound
Multi-cloud management platform
Be an early applicant
Multi-cloud management platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To enable a new era of infrastructure management that is automated, reliable, efficient and empowers application teams to accelerate innovation by delivering software faster.
Role
Who you are
- 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
Desirable
- Previous experience with Upbound and/or Crossplane
- Container orchestration or specifically Kubernetes experience
- Familiarity with unix-like shells and command-line interfaces
- Basic scripting skills (Python, Bash, or similar)
- Startup experience
- Speak fluent German
What the job involves
- 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
- 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
Our take
Many companies today employ a multi-cloud business strategy. However, these companies find themselves relying on different cloud vendors to manage each individual cloud space. To solve this, Upbound supplies an open-source, multi-cloud, single API management tool.
This simplifies the operating environment for developers by allowing users to pick and choose the cloud vendors they want to use (i.e. Microsoft, Google, Elastic, Snowflake, etc.) and manage all of them from a single API. Not only is the platform gaining traction with users, but major vendors including AWS, Azure, Equinix, and IBM are building integrations.
The company has used funding to enhance its global go-to-market capabilities, product development, and service and support teams. It continues to expand services, maintaining a key position at the convergence point for cloud infrastructure.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
23% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2021
$60m
SERIES B
May 2018
$9m
SERIES A
Total funding: $69m
Company benefits
- Remote First - Work From Anywhere
- Flexible Hours & PTO
- Home Office Stipend
- Equity
Company values
- Be Accountable
- Collaborate Decisively
- Demonstrate Craftsmanship
- Care For Our Communities
- Champion the Customer
- Act As An Owner
- Engage Vulnerability
Company HQ
Pioneer Square, Seattle, WA
Articles
Leadership
Bassam Tabbara
(Founder 7 CEO)Co-Founder and previous CTO of Symform (acquired by Quantum), then was CTO of Quantum. Previously worked as a Partner Architect at Microsoft.
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