Senior Customer Support Engineer (REMOTE)

Role Overview

As a Senior Customer Support Engineer at Upbound, you won’t just resolve tickets, you'll own the customer experience from first touch to full resolution, setting the standard for what world-class technical support looks like in the cloud-native ecosystem. You’ll be a trusted technical advisor to our customers, working alongside Product, Engineering, and Customer Success to make every interaction exceptional. This role reports into the Customer Experience team at Upbound, a signal of how seriously we take support as a strategic function, not an afterthought. This is a high-impact role for someone who gets genuine satisfaction from solving hard problems, has a natural drive to help, and believes that great support is a craft not a function.

Key Responsibilities

• Own the customer experience from first touch to full resolution
• Set the standard for world-class technical support in the cloud-native ecosystem
• Serve as a trusted technical advisor to customers
• Collaborate with Product, Engineering, and Customer Success teams
• Resolve complex technical issues and drive customer satisfaction