Customer Success Specialist

Summary

Join Upbound, the company behind Crossplane, as a Customer Success Specialist and be the primary point of contact for users of our universal cloud platform. You will provide timely and effective support, handling technical issues and inquiries through various channels. Responsibilities include troubleshooting, escalating complex issues, maintaining records, creating knowledge base articles, and monitoring system status. This role requires 1-3 years of customer success or technical support experience in a SaaS or cloud platform environment, along with a strong understanding of cloud computing and infrastructure management. Excellent communication and problem-solving skills are essential. The ideal candidate will also possess experience with GitHub Issues and ticket management systems. Upbound offers a collaborative and supportive work environment.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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