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

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

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

Phiture is hiring a Senior Customer Support Engineer (REMOTE)