Cloud Support Engineer
About the role
About Upsun (formerly Platform.sh)
Upsun is the cloud application platform humans and robots love. It is built for today's hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:
- Predictable performance, even at scale
- Secure, compliant environments by default
- Real-time observability and profiling built in
- Cloning, configuration, and provisioning in seconds
- AI-ready features that plug directly into your stack
The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation.
Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum.
What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.
Our values:
🌿 We make a positive impact.
✨ We aim for the stars.
💚 We care for each other.
Impact of a Cloud Support Engineer
Support at Upsun is more than a ticket queue - it's about solving complex technical challenges, collaborating globally, and helping developers succeed. Our CSE's are deeply technical, curious, and committed to creating a world-class support experience for our users.
In this customer-facing, engineering-adjacent role, you'll help troubleshoot infrastructure, application, and deployment issues across a broad tech stack. You'll work in a high-trust, async-first environment where autonomy, problem-solving, and clear communication are key. If you enjoy tackling unsolved problems and making things better every day — this role might be for you!
What to expect
- Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance
- Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed
- Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours
- Cross-team collaboration: Work with engineering and product teams to improve the platform and support experience