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: Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling
Knowledge sharing: Improve documentation and knowledge sharing across global support teams
Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale
Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation
What you bring
Linux systems experience: You're comfortable in the terminal and can navigate production environments
Coding or scripting ability: You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)
Cloud infrastructure familiarity: You've worked in or supported distributed systems, containerized environments, or cloud platforms
Networking basics: You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc. - Strong written communication: You express technical ideas clearly and collaborate effectively in async global teams
Problem-solving mindset: You take initiative, enjoy digging into issues, and look for ways to improve how we work
Strong customer-centric mindset: You care about delivering value to users and partners. You approach problems with empathy and consider the end-user experience in your decisions. # Where we hire
At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in Spain or the UK. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. 🕐 Please note this role requires specific requirements for support coverage:
Flexible Hours: 06:00-16:00 UTC (8 hours work)
Weekend Schedule:
First 6 to 9 months: You will work Monday–Friday during your training (onboarding). - After training: Your schedule will change to include Saturdays and Sundays. You will have two fixed weekdays off (for example, Monday and Tuesday) instead. If you’re unable to reliably work during the required hours & days in your region, we unfortunately won’t be able to consider your application for this role.
How we hire
We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance. You can expect 4 interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment. 1. 45 Minutes with Talent Acquisition
2. 60 Minutes with Hiring Manager (Manager, Support)
3. 60 Minutes with Team (IC's)
4. 45 Minutes with Executive (Senior Director, Support)
All roles require background checks.
What we offer
💡 A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp. 🏆 An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women. 🗣️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you're from, and whatever path you've taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion. If you need accommodations at any stage of our hiring process, please let us know. We're here to ensure an accessible and comfortable experience for you.
