Upbound

Support Engineer

• 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

Upbound

Customer Support Engineer

Customer Support Engineer