Cloud Support Engineer

About Upsun (formerly Platform.sh)

Upsun is a leading cloud application platform, designed for modern hybrid teams where AI agents handle code writing and testing, allowing humans to focus on critical problem-solving. Developers, DevOps engineers, and platform teams leverage Upsun to confidently build, ship, and scale applications without complex backend infrastructure management. We empower you to reclaim your time by providing:

• 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 seamlessly integrate into your stack

The name "Upsun" signifies our core strengths: "Up" represents uptime, reliability, and acceleration, while "Sun" reflects our 24x7, globally distributed follow-the-sun support team, ensuring continuous operation. Our fundamental belief is that software should drive brighter solutions and greater innovation.

Upsunners constitute a remote, global workforce, thriving in a multicultural team environment. We are dedicated to open source principles and fostering an open, welcoming culture. Our team spans diverse geographies and experience levels.

Our shared cultural fabric is characterized by a curious spirit, a thirst for knowledge, and an eagerness for innovative ideas and cultures. We believe in collaborative creation within an environment that enables 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

At Upsun, support transcends traditional ticket management; it involves resolving complex technical challenges, collaborating globally, and ensuring developer success. Our Cloud Support Engineers (CSEs) are highly technical, inquisitive, and committed to delivering a world-class support experience.

In this customer-facing, engineering-adjacent role, you will troubleshoot infrastructure, application, and deployment issues across a broad technology stack. You will operate in a high-trust, async-first environment where autonomy, problem-solving, and clear communication are paramount. If you enjoy tackling unique challenges and continuously improving systems, this role is for you.

What to Expect

• Technical resolution: Resolve technical issues spanning infrastructure, deployments, databases, caching, and web performance.
• Support management: Manage support tickets via Zendesk, with occasional live chat or voice support as 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 teams to escalate bugs, report edge cases, and enhance internal tooling.
• Knowledge sharing: Improve documentation and facilitate 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 propose enhancements to systems, workflows, and documentation.

What You Bring

• Linux systems experience: Proficiency in the terminal and navigating production environments.
• Coding or scripting ability: Experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js).
• Cloud infrastructure familiarity: Experience working with or supporting distributed systems, containerized environments, or cloud platforms.
• Networking basics: Understanding of internet fundamentals and ability to debug issues with DNS, SSL, CDN, etc.
• Strong written communication: Ability to articulate technical ideas clearly and collaborate effectively in asynchronous global teams.
• Problem-solving mindset: Proactive initiative, enjoyment in investigating issues, and a drive for process improvement.
• Strong customer-centric mindset: Dedication to delivering value to users and partners, approaching problems with empathy and considering the end-user experience.

Where We Hire

At Upsun, remote work is a foundational principle, not merely a trend. Our successful model for over a decade has been built on the freedom of remote work supported by a diverse, global team. We celebrate flexibility and collaboration. While our team members are located in over 30 countries, we are currently focusing on hiring for this role in Australia. Although visa sponsorship is not available at this time, we welcome applications from all qualified candidates legally authorized to work in Australia.

Please note: This support role requires coverage during fixed working hours based on your Australian region:

• Hours: 00:00-08:00 UTC

If you are unable to reliably work during these required hours in your region, we will unfortunately not be able to consider your application for this role.

How We Hire

We recognize that exceptional candidates may not meet every single outlined requirement. If you envision yourself elevating our team, we encourage you to share your story, as many of us joined by taking a chance.

Our hiring process typically involves four interviews conducted via Google Meet, in the following order. Successful candidates will have the opportunity to meet various Upsunners, ensuring you can make an informed decision about whether this role and our culture align with your career aspirations.

• 45 Minutes with Talent Acquisition
• 60 Minutes with Hiring Manager (Manager, Support)
• 60 Minutes with Team (IC's)
• 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 by a commitment to positive impact as a proud B Corp.
• An Award-Winning Workplace: Recognized by Forbes' Top 30 Companies for Remote Jobs and France's Best Workplaces for Women.
• A culture that values your voice: Experience a flexible, open, and inclusive work environment where your input is encouraged, shaping our growth and evolution.
• A global team: Collaborate with colleagues from diverse backgrounds worldwide, embracing varied perspectives.
• Benefits and perks: Tailor your benefits to what matters most to you:
  • Comprehensive health coverage
  • Flexible PTO
  • Company stock options
  • Professional development budget
  • Office equipment budget
  • Wellness budget
  • Annual team gatherings
  • Internet reimbursement
  • Inclusive parental leave
  • Remote work travel program

You Belong Here

At Upsun, we celebrate diversity in all its forms and are dedicated to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, as they strengthen our team. Regardless of who you are, where you're from, or your career path, you are welcome here. We encourage you to bring your authentic self to work, connect with others, and share your passion. If you require accommodations at any stage of our hiring process, please inform us; we are committed to ensuring an accessible and comfortable experience for you.