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Customer Success Specialist (North America)

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
North America

Offer summary

Qualifications:

1-3 years in customer success or technical support, Understanding of cloud computing concepts, Experience with GitHub Issues, Strong communication skills in English.

Key responsabilities:

  • Serve as the first line of support
  • Troubleshoot and resolve technical issues
Upbound logo
Upbound Startup https://upbound.io
51 - 200 Employees
About Upbound
The cloud service providers of today run their interfaces and services with control planes. They’re able to enable self-service and flexibility to their customers without letting go of control, governance, reliability or security. Meanwhile, enterprises continue to run their cloud infrastructure with config — resulting in instability, security risks and low productivity. Upbound is democratizing the best kept secret in cloud computing — the control plane. By leveraging custom APIs, cloud engineers are no longer hindered by configuration drift, multiplying workspaces and frustrated developers. With Upbound, platform engineers get centralized control, governance and stability and developers get freedom of self-service. Upbound is the creator and maintainer of the popular open source project Crossplane, a framework for building cloud native control planes. The company is a Series B startup and has raised $69M in total funding. Upbound’s backers include GV (formerly Google Ventures), Altimeter Capital and Intel Capital. For more information, please visit upbound.io.
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Job description

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.

In this role, you will:

  • 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

You’re a good fit if you have:

  • 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

It’s a plus if you have:

  • Previous experience with Upbound and/or Crossplane
  • Container orchestration, specifically Kubernetes experience
  • Familiarity with unix-like shells and command-line interfaces
  • Basic scripting skills (Python, Bash, or similar)
  • Startup experience

#LI-REMOTE

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Cloud ComputingTechnical SupportCustomer Success ManagementInfrastructure ManagementOrder Management SystemsGithubKubernetesBash (Scripting Language)Python (Programming Language)Unix Shell

Other Skills

  • Troubleshooting (Problem Solving)
  • Social Skills
  • Communication
  • Problem Solving
Are you interested?

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