Customer Support Engineer

Our mission at Upbound is to enable a new era of infrastructure management that is automated, reliable, efficient and empowers application teams to accelerate innovation by delivering software faster.

Upbound

Employee count: 51-200

CA, MX + 1 more

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Upbound is redefining how modern infrastructure is built for the Agentic AI Era. We’re the creators and primary maintainers of Crossplane, and we’re building the Intelligent Control Plane—a new platform layer that makes infrastructure programmable, autonomous, and composable.

Our mission is to power the AI-native enterprise with a foundational platform layer that helps teams provision, operate, and adapt infrastructure at scale—so platforms are ready for both humans and AI agents. We partner with leading cloud providers, ISVs, and open-source communities to help organizations move faster with greater confidence.

Today, Upbound supports Fortune 500 companies and platform engineers across 100+ countries. Crossplane has surpassed 100M+ downloads and is used by 1,000+ teams worldwide. We’re a Series B company backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, and we’ve raised $69M to date. Learn more at upbound.io

As a Senior Customer Support Engineer at Upbound, you won’t just resolve tickets, you'll own the customer experience from first touch to full resolution, setting the standard for what world-class technical support looks like in the cloud-native ecosystem. You’ll be a trusted technical advisor to our customers, working alongside Product, Engineering, and Customer Success to make every interaction exceptional. This role reports into theCustomer Experience team at Upbound a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function.

In this role, you will:

Serve as a primary technical resource for customer inquiries related to Upbound’s products Spaces, Cloud, Official Extensions, Marketplace, Registry & More delivering a “wow” experience with every single touch
Apply a structured, methodical troubleshooting approach to diagnose and resolve complex customer issues, moving efficiently from hypothesis to root cause
Triage, own, and drive tickets to resolution with urgency and clear communication proactively keeping customers informed every step of the way
Identify, document, and escalate bugs and product issues to Engineering with thorough reproduction steps, collaborating closely to ensure fast resolution
Partner with the Solutions team on complex, strategic customer requests, ensuring seamless handoffs and continuity of experience
Capture and contribute knowledge back to the team building and maintaining a high-quality internal knowledge base using KCS (Knowledge-Centered Service) methodology
Gather and synthesize customer feedback to surface trends, advocate for product improvements, and drive process enhancements across the team
Build or contribute to agentic tooling, automation, and internal workflows that meaningfully elevate the support experience and scale your own impact

You’re a good fit if you have:

4+ years of experience in a technical support or customer-facing engineering role, ideally in a SaaS or enterprise infrastructure environment
A natural “helper gene” you’re energized by solving problems for others and take personal ownership of customer outcomes
Strong, systematic troubleshooting methodology you approach complex issues with a clear framework, not just instinct
Solid experience with Kubernetes, cloud-native technologies, and infrastructure-as-code
Excellent written and verbal communication skills you can explain deeply technical concepts to any audience without losing precision
A customer-first mindset with a relentless drive to deliver experiences that genuinely delight
Solid experience with Kubernetes and cloud-native technologies — including Helm, OCI artifact distribution, RBAC, admission webhooks, and policy frameworks (OPA/Gatekeeper, Kyverno)
Able to drive root cause analysis independently using observability tooling — Prometheus, Grafana, Loki, or equivalent — without needing Engineering to interpret metrics or traces for you
Experience with vulnerability management in containerised environments — triaging CVE severity, assessing blast radius, and communicating risk and remediation timelines to enterprise security teams

It’s a plus if you have:

Hands-on experience with Upbound and/or Crossplane
Familiarity with KCS (Knowledge-Centered Service) practices and methodology
Experience building agentic tooling, support automations, or AI-assisted workflows to improve customer outcomes
Proficiency with Unix-like shells and command-line interfaces
Scripting skills in Python, Bash, or similar
Startup experience you know how to operate with ambiguity and move fast
Hands-on experience with GitOps tooling (ArgoCD or Flux) and familiarity with reconciliation failure modes — drift, conflicts, dependency ordering
Background in platform engineering or internal developer platforms (IDPs) — you understand what platform teams are trying to build and why it breaks
Working proficiency in Go — enough to read Crossplane/provider source, identify relevant fixes, and

Why Upbound?

At Upbound, you’ll help shape the systems and strategies that drive predictable, scalable growth in a product-led company embracing usage-based models. If you're excited to build from the ground up, work with cutting-edge cloud technologies, and directly impact how revenue is generated and scaled—this is your seat at the table.

About Upbound

Upbound is pioneering infrastructure platforms for the Agentic AI Era, serving Fortune 500 companies and platform engineers across more than 100 countries. The company empowers infrastructure and platform teams with Intelligent Control Planes - based on Kubernetes and Crossplane - that provision, operate, and adapt so platforms are ready for both humans and AI agents. Upbound is the creator and primary maintainer of Crossplane, the popular open-source framework for building cloud-native control planes, with over 100 million downloads and adoption by more than 1,000 teams worldwide. A Series B startup backed by GV (formerly Google Ventures), Altimeter Capital, and Intel Capital, Upbound has raised $69M to date. For more information, visit www.upbound.io.

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About the job

Apply before

Jun 30, 2026

Posted on

May 01, 2026

Job type

Full Time

Experience level

Mid-level

Experience

4 years minimum

Location requirements

Canada

Mexico

United States

Hiring timezones

United States +/- 0 hours, and 2 other timezones

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About Upbound

Learn more about Upbound and their company culture.

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Upbound is the company behind open source Crossplane - the modern, cloud-native alternative to Infrastructure as Code. Crossplane was the first open source project to recognize Kubernetes for its control plane, and not as a container orchestrator, and has been leading the effort to democratize control plane technology in the cloud-native community. Our mission is to enable a new era of infrastructure management that is automated, efficient, reliable and empowers application teams to self-service any resource they need and deliver software faster.

We are building solutions that accelerate development velocity and innovation at global enterprises, with a control plane-centric approach. Upbound Universal Crossplane (UXP) enables platform teams to create their own opinionated platform declaratively without having to write any code and offer it to their developers as a self-service Kubernetes-style API.

Upbound’s product offerings are available via a subscription model that currently has two tiers. The first is a free tier catering to individuals getting started with control planes and who need tooling to debug and share their Crossplane providers and configurations. It includes full access to Universal Crossplane (UXP), the ability to publish public listings in Upbound Registry, and limited access to Upbound Cloud. Upbound’s enterprise tier unlocks additional value across the product portfolio. Platform teams can manage unlimited control planes in Upbound Cloud, create unlimited private listings in Upbound Registry, and get access to 24/7 support, prioritized bug fixes, implementation services, onboarding and training.

Any organization looking to simplify and accelerate cloud native operations and empower their developers, should try Upbound.

Upbound was founded in 2017 and is a remote-first company. The company is backed by GV (formerly Google Ventures) and Telstra Ventures.

Tech stack

Learn about the tools and technologies that Upbound uses to build, market, and sell its products.

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Next.js

JavaScript

HTML5

CSS 3

Markdown

GraphQL

TypeScript

Facebook Ads

Twitter Ads

Google Tag Manager

42 more

Upbound employees can create an account to update this tech stack.

Employee benefits

Learn about the employee benefits and perks provided at Upbound.

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Home Office Stipend

Comfortable desk, chair, and fast internet. Upgrade your workstation.

401k plan

US-based teammates are offered the option to enroll in our 401(k) plan.

Work From Anywhere

Our team is globally distributed and that comes with a lot of flexibility around where you work.

Quarterly Get Togethers

Teams come together in person to plan, exchange ideas and strengthen relationships with each other.

View Upbound's employee benefits

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