Hybrid Customer Success Specialist (Europe) at Upboundext
Upboundext · Berlin, Berlin, Germany · Dublin, Dublin, Ireland · Europe - Remote · Frankfurt, Bavaria, United States Of America · Hybrid
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Sponsored by DesignlabAs 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 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
