Customer Support Engineer (Europe) at Upbound - Job Posting

Upbound is seeking a Customer Support Engineer to join its newly established Customer Support team. The Customer Support Engineer will play a critical role in ensuring customer satisfaction and success with Upbound's products.

The Customer Support Engineer will work closely with product, engineering, and customer success teams to address customer inquiries and issues, document solutions, and escalate bugs. They will also contribute to the knowledge base and gather customer feedback for product improvement.

Responsibilities:

• Serve as the first point of contact for customer inquiries and issues.
• Triage and respond to customer tickets promptly and professionally.
• Research and provide solutions using the knowledge base and expertise.
• Identify, document, and escalate bugs to the engineering team.
• Coordinate with the Solutions team for complex requests.
• Contribute to the creation and maintenance of the knowledge base.
• Proactively communicate updates to customers.
• Gather and analyze customer feedback to identify trends.
• Collaborate with cross-functional teams to improve the customer experience.

Requirements:

• 2+ years of experience in technical support or customer service, preferably in a SaaS or enterprise software setting.
• Familiarity with Kubernetes, cloud-native technologies, and infrastructure-as-code.
• Strong technical aptitude to troubleshoot software products.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Customer-centric mindset with a passion for exceptional support.
• Ability to thrive in a fast-paced startup environment.
• Experience with ticketing systems and knowledge base tools (e.g., Zendesk).

Upbound offers:

• Opportunity to work remotely