Cloud Support Engineer

About Upsun (formerly Platform.sh)

Upsun is a leading cloud application platform designed for modern hybrid teams, enabling AI agents to write and test code while humans focus on critical problem-solving. Developers, DevOps engineers, and platform teams leverage Upsun to build, ship, and scale applications confidently, free from backend infrastructure complexities. Our platform delivers:

• 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 integrate directly into your stack.

The name "Upsun" signifies uptime, reliability, and acceleration, alongside our 24x7 globally distributed "follow-the-sun" support. We believe software should drive brighter solutions and greater innovation. Upsunners form a remote, global, multicultural workforce, committed to open source and an open, welcoming environment. Our team shares a curious spirit, a thirst for knowledge, and an eagerness for innovative ideas, fostering an environment where you can 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

At Upsun, support transcends a mere ticket queue; it involves solving complex technical challenges, global collaboration, and ensuring developer success. Our Cloud Support Engineers (CSEs) are highly technical, curious, and dedicated to delivering a world-class user support experience. In this customer-facing, engineering-adjacent role, you will troubleshoot infrastructure, application, and deployment issues across a diverse tech stack. This high-trust, async-first environment values autonomy, problem-solving, and clear communication. If you thrive on tackling unsolved problems and continuous improvement, this role is 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.
• 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 enhance 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 propose enhancements to systems, workflows, and documentation.

What you bring

• Linux Systems Experience: Comfort with 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 in or supporting distributed systems, containerized environments, or cloud platforms.
• Networking Basics: Understanding of internet functionality and ability to debug issues with DNS, SSL, CDN, etc.
• Strong Written Communication: Ability to clearly express technical ideas and collaborate effectively in async 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 foundational, supported by a diverse, global team for over a decade. Our culture emphasizes flexibility and collaboration. While our team spans over 30 countries, we are currently hiring for this role in Spain or the UK. We welcome applications from qualified candidates legally authorized to work in these countries, though visa sponsorship is not available at this time.

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 include Saturdays and Sundays, with two fixed weekdays off (e.g., Monday and Tuesday).

If you cannot reliably work during the required hours and days in your region, we cannot consider your application for this role.

How we hire

We understand that ideal candidates may not meet every outlined requirement. If you envision yourself enhancing our team, we encourage you to apply. Our interview process consists of 4 stages via Google Meet:

• 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).

This process allows you to make an informed decision about the role and our culture. All roles require background checks.

What we offer

• A Product You Can Believe In: Contribute to transforming web application management, making a 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: Join a flexible, open, and inclusive environment where your ideas drive growth.
• A Global Team: Collaborate with diverse colleagues worldwide, embracing varied perspectives.
• Benefits and Perks: Maximize what matters to you, including:
  • 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 and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We value different perspectives, backgrounds, and experiences, which strengthen our team. You are welcome here, regardless of who you are, where you're from, or your life path. We encourage you to bring your authentic self to work, connect with others, and share your passion. If you require accommodations at any hiring stage, please inform us; we are dedicated to ensuring an accessible and comfortable experience.