Cloud Support Engineer

<h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;">About Upsun (formerly Platform.sh)&nbsp;</span></h1> <p><span style="font-size: 12pt;">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:</span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Predictable performance, even at scale </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Secure, compliant environments by default&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Real-time observability and profiling built in </span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Cloning, configuration, and provisioning in seconds&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">AI-ready features that plug directly into your stack </span></li> </ul> <p><span style="font-size: 12pt;">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. </span></p> <p><span style="font-size: 12pt;">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. </span></p> <p><span style="font-size: 12pt;">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. </span></p> <p><span style="font-size: 12pt;">Our values:&nbsp;</span></p> <p><span style="font-size: 12pt;">🌿 We make a positive impact.</span></p> <p><span style="font-size: 12pt;">✨ We aim for the stars.</span></p> <p><span style="font-size: 12pt;">💚 We care for each other.&nbsp;</span></p> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>Impact of a Cloud Support Engineer</strong></span></h1> <p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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!</span></p> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>What to expect</strong></span></h1> <ul> <li> <p><span style="font-size: 12pt;"><strong>Technical resolution: </strong>Resolve technical issues across infrastructure, deployments, databases, caching, and web performance</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Support management: </strong>Manage support tickets via Zendesk, with occasional live chat or voice support where needed</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Platform reliability: </strong>Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Cross-team collaboration: </strong>Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Knowledge sharing: </strong>Improve documentation and knowledge sharing across global support teams</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Web infrastructure troubleshooting: </strong>Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale</span></p> </li> <li> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Continuous improvement: </strong>Identify recurring problems and suggest improvements to systems, workflows, and documentation</span></p> </li> </ul> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>What you bring</strong></span></h1> <ul> <li> <p><span style="font-size: 12pt;"><strong>Linux systems experience:</strong> You're comfortable in the terminal and can navigate production environments</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Coding or scripting ability:</strong> You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Cloud infrastructure familiarity: </strong>You've worked in or supported distributed systems, containerized environments, or cloud platforms</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Networking basics: </strong>You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc.</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Strong written communication: </strong>You express technical ideas clearly and collaborate effectively in async global teams</span></p> </li> <li> <p><span style="font-size: 12pt;"><strong>Problem-solving mindset:</strong> You take initiative, enjoy digging into issues, and look for ways to improve how we work</span></p> </li> <li> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><strong>Strong customer-centric mindset: </strong>You care about delivering value to users and partners. You approach problems with empathy and consider the end-user experience in your decisions.&nbsp;</span></p> </li> </ul> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>Where we hire</strong></span></h1> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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<strong> Spain or the UK</strong></span><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">. 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.&nbsp;</span></p> <p data-start="681" data-end="831"><span style="font-size: 12pt;">🕐 Please note this role requires specific requirements for support coverage:</span></p> <ul> <li style="font-size: 12pt;" data-start="835" data-end="871"><span style="font-size: 12pt;">&nbsp;Flexible Hours: 06:00-16:00 <strong>UTC (8 hours work)</strong></span></li> <li style="font-size: 12pt;" data-start="835" data-end="871"> <p data-path-to-node="3">Weekend Schedule:</p> <ul data-path-to-node="4"> <li> <p data-path-to-node="4,0,0"><strong data-path-to-node="4,0,0" data-index-in-node="0">First 6 to 9 months:</strong> You will work Monday–Friday during your training (onboarding).</p> </li> <li> <p data-path-to-node="4,1,0"><strong data-path-to-node="4,1,0" data-index-in-node="0">After training:</strong> Your schedule will change to include <strong data-path-to-node="4,1,0" data-index-in-node="53">Saturdays and Sundays</strong>. You will have two fixed weekdays off (for example, Monday and Tuesday) instead.</p> </li> </ul> </li> </ul> <p data-start="941" data-end="1091"><em><span style="font-size: 12pt;">If you’re unable to reliably work during the required hours &amp; days in your region, we unfortunately won’t be able to consider your application for this role.</span></em></p> <h1><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>How we hire</strong></span></h1> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">You can expect <strong>4 </strong>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.&nbsp;</span></p> <ol> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">45 Minutes with Talent Acquisition&nbsp;</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">60 Minutes with Hiring Manager (Manager, Support)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">60 Minutes with Team (IC's)</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">45 Minutes with Executive (Senior Director, Support)</span></li> </ol> <p><em style="font-size: 12pt;">All roles require background checks.</em></p> <h1><span style="font-family: helvetica, arial, sans-serif; font-size: 14pt;"><strong>What we offer</strong></span></h1> <p style="padding-left: 40px;"><span style="font-size: 12pt;">💡 <strong>A product you can believe in</strong> - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud <strong>B Corp</strong>.</span></p> <p style="padding-left: 40px;"><span style="font-size: 12pt;"><strong>🏆 An Award-Winning Workplace</strong> - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.</span></p> <p style="padding-left: 40px;"><span style="font-size: 12pt;">🗣️ <strong>A culture that values your voice </strong>- Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution.</span></p> <p style="padding-left: 40px;"><span style="font-size: 12pt;">🌎 <strong>A global team </strong>- Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives</span></p> <p style="padding-left: 40px;"><span style="font-size: 12pt;"><strong>🎉 </strong><strong>Benefits and perks</strong> - Make the most of what matters to you</span></p> <blockquote> <p>🏝 Flexible PTO</p> <p>📈 Company stock options</p> <p>🧠 Professional development budget</p> <p>💻 Office equipment budget</p> <p>💆‍♀️ Wellness budget</p> <p>🧳 Annual team gatherings</p> <p>🛜 Internet reimbursement</p> <p>👶 Inclusive parental leave</p> <p>✈️ Remote work travel program</p> </blockquote> <h1 style="text-align: justify; line-height: 1;"><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>You belong here</strong></span></h1> <p><span style="font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif;">At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. 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. </span><span style="font-family: helvetica, arial, sans-serif;">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.</span></span></p>