Cloud Support Engineer, Upsun
+ Stock Options
More information about location
Cloud hosting platform
Be an early applicant
Cloud hosting platform
201-500 employees
Be an early applicant
+ Stock Options
More information about location
201-500 employees
Company mission
To enable forward-thinking organisations to build, iterate, and responsibly scale amazing digital experiences - with zero time managing infrastructure.
Role
Who you are
- Linux systems experience: You're comfortable in the terminal and can navigate production environments
- Coding or scripting ability: You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)
- Cloud infrastructure familiarity: You've worked in or supported distributed systems, containerized environments, or cloud platforms
- Networking basics: You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc
- Strong written communication: You express technical ideas clearly and collaborate effectively in async global teams
- Problem-solving mindset: You take initiative, enjoy digging into issues, and look for ways to improve how we work
- Strong customer-centric mindset: You care about delivering value to users and partners. You approach problems with empathy and consider the end-user experience in your decisions
- We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance
What the job involves
- Support at Upsun is more than a ticket queue - it’s about solving complex technical challenges, collaborating globally, and helping developers succeed
- Our CSE’s are deeply technical, curious, and committed to creating a world-class support experience for our users
- In this customer-facing, engineering-adjacent role, you’ll help troubleshoot infrastructure, application, and deployment issues across a broad tech stack
- You'll work in a high-trust, async-first environment where autonomy, problem-solving, and clear communication are key
- If you enjoy tackling unsolved problems and making things better every day — this role might be for you!
- Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance
- Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed
- Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours
- Cross-team collaboration: Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling
- Knowledge sharing: Improve documentation and knowledge sharing across global support teams
- Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale
- Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation
- Flexible Hours: 06:00-16:00 UTC (8 hours work)
- First 6 to 9 months: You will work Monday–Friday during your training (onboarding)
- After training: Your schedule will change to include Saturdays and Sundays. You will have two fixed weekdays off (for example, Monday and Tuesday) instead
Application process
- You can expect 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment
- 45 Minutes with Talent Acquisition
- 60 Minutes with Hiring Manager (Manager, Support)
- 60 Minutes with Team (IC's)
- 45 Minutes with Executive (Senior Director, Support)
Our take
Upsun, formerly Platform.sh, makes it easier for web developers to build websites and apps without having to worry about maintaining web infrastructure – something that’s become increasingly complex on the cloud. Using the platform, developers can deploy sophisticated, out-of-the-box architectures and infrastructures.
There’s been a lot of activity in the lucrative Platform-as-a-Service (PaaS) market over the last few years. Indeed, the market is growing at nearly 20% annually, with companies like Heroku and Vercel doing very well. However, with a large customer base that includes Orange, Adobe, Nestlé, and The Financial Times, Upsun is doing more than just holding its own.
After a major funding round in 2022, which was led by Morgan Stanley Expansion Capital, the company has continued to rapidly grow its globally distributed workforce. Upsun maintains a keen eye on expanding further into the US as well as Western Europe.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2022
$140m
SERIES D
May 2018
$34m
SERIES C
Total funding: $181.3m
Company benefits
- Competitive PTO
- Parental leave
- Remote working/flexibility
- Healthcare, dental, and vision (US and France staff only)
- 401k, with employer contribution (US staff only)
- Extra compensation for on-call ops and support staff
- Company shares (discretionary)
- Annual budget for professional development
- Unlimited Platform.sh accounts
- Annual company retreat
Company HQ
Bonne-Nouvelle, Paris, France
Leadership
Fred Plais
(Co-Founder & CEO)Co-founded and was CEO of Commerce Guys. Former General Manager of web and community development company AF83, and former Head of Music, Games & Premium Content at telecommunication company SFR (Vodafone Group).
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