Full-Time
Senior Customer Support Engineer
Updated on 5/26/2026
UpBound
51-200 employees
Cloud-based managed control planes with auto-scaling
No salary listed
New York, NY, USA
Remote
 Customer Experience & Support (1) |
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- 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
- 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
- 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 and identify relevant fixes
Upbound.io provides cloud-based tools to manage and govern cloud infrastructure, including managed control planes that let platform teams scale resources and centrally control across cloud providers and cloud-native tools. It auto-scales control planes to support platforms with large CRD workloads and offers Upbound Spaces to deploy managed control planes in a customer’s own environment for data privacy. The service is sold on a subscription basis. It differentiates itself with centralized cross-cloud control, automatic scaling for large CRD workloads, and on-premises or private deployments to meet privacy needs, with the goal of helping organizations manage cloud infrastructure more efficiently and accelerate platform innovation.
Company Size
51-200
Company Stage
Series B
Total Funding
$69M
Headquarters
Seattle, Washington
Founded
2017
Simplify's Take
What believers are saying
- Achieved 3x sales growth with clients like Deutsche Kreditbank, Gameloft.
- Completed SOC 2 Type II assessment July 11, 2023, boosting enterprise trust.
- Launched Upbound Console for unified management and automatic upgrades.
What critics are saying
- Cloud providers commoditize control planes within 18-36 months.
- Self-hosting via Upbound Spaces cannibalizes SaaS revenue in 18-30 months.
- Kubernetes API vulnerabilities enable cross-tenant attacks in 6-18 months.
What makes UpBound unique
- Upbound powers managed control planes using Crossplane for platform engineers.
- Universal Crossplane offers security, support, and official providers.
- Upbound Spaces enables self-hosted managed control planes anywhere.
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Benefits
Equity
Health care benefits
401k plan
Work from anywhere
Flexible hours & PTO
Home office stipend
Growth & Insights and Company News
6 month growth
↓ -2%1 year growth
↓ -1%2 year growth
↓ -7%Upbound, developer of AI-driven software designed for b2b sales development, raised $100,000 of venture funding.
The Consumer Financial Protection Bureau (CFPB) has accused rent-to-own company Acima of tricking customers into high-cost financing agreements. The CFPB on Friday (July 26) sued Acima — owned by Upbound, formerly known as Rent-a-Center — alleging that the company disguised many of its credit agreements as leases to get around consumer protection laws. “Due to Acima’s deception and obstruction, many consumers did not understand they were agreeing to expensive markups, exorbitant finance charges, and having few ways to escape their contracts,” the bureau said in a news release
The Consumer Financial Protection Bureau (CFPB) has accused rent-to-own company Acima of tricking customers into high-cost financing agreements. The CFPB on Friday (July 26) sued Acima — owned by Upbound, formerly known as Rent-a-Center — alleging that the company disguised many of its credit agreements as leases to get around consumer protection laws. “Due to Acima’s deception and obstruction, many consumers did not understand they were agreeing to expensive markups, exorbitant finance charges, and having few ways to escape their contracts,” the bureau said in a news release
Upbound, the control plane company behind the popular open-source project Crossplane, has announced the newest release of Upbound available everywhere, with several enterprise features bringing faster time-to-value to companies building cloud native platforms.
SEATTLE--(BUSINESS WIRE)--Upbound, the control plane company behind the popular open source project Crossplane, today announced the newest release of Upbound available everywhere, with several enterprise features bringing faster time-to-value to companies building cloud native platforms. This leap-forward release offers a unified managed Crossplane experience that’s available for customers anywhere–whether that’s Upbound’s multi-tenant SaaS or single-tenant on customers’ own infrastructure. Along with a global Console with several features for platform operators, automatic upgrades, and enterprise security, Upbound enables platform engineers to get started with control planes faster and more easily manage Crossplane at an enterprise scale.After a year of 3x sales growth with customers like Deutsche Kreditbank, Gameloft, Millennium bcp, Variphy and more, Upbound is poised to accelerate enterprise-ready Crossplane for platform engineering teams globally.“Companies building out Crossplane-based platforms at scale have to deal with issues like tenancy and isolation when managing resources across all their cloud accounts. The latest release of Upbound enables customers to rapidly adopt and scale Crossplane by adopting a multi-Crossplane architecture, automation, added security, and the peace of mind to view and manage it from one place,” said Jan Willies, platform architect, Accenture.“You build it, you manage it” has reached a tipping point where DevOps and platform teams run into a chaotic mess administering their internal developer platforms (IDPs) alone. Platform teams seek flexibility through common, cloud native tooling while maintaining necessary security and governance controls. The solution is fundamentally building their own unified platform using control planes akin to the cloud providers.Crossplane Reinvented for the Enterprise CloudWith Upbound, platform engineers create their own central cloud native platform