Cloud Support Engineer

About Upsun (formerly Platform.sh)

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:

• 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 plug directly into your stack

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.

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.

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.

Our values:

🌿 We make a positive impact.

✨ We aim for the stars.

💚 We care for each other.

Impact of a Cloud Support Engineer

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

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Technical resolution: Resolve technical issues across infrastructure, deployments, databases, caching, and web performance

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Support management: Manage support tickets via Zendesk, with occasional live chat or voice support where needed

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Platform reliability: Contribute to platform reliability by monitoring alert queues and participating in on-call rotation during working hours

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Cross-team collaboration: Collaborate with Product and Engineering to escalate bugs, report edge cases, and improve internal tooling

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Knowledge sharing: Improve documentation and knowledge sharing across global support teams

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Web infrastructure troubleshooting: Troubleshoot issues related to DNS, CDN, SSL/TLS, and web infrastructure at scale

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Continuous improvement: Identify recurring problems and suggest improvements to systems, workflows, and documentation

What you bring

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Linux systems experience: You're comfortable in the terminal and can navigate production environments

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Coding or scripting ability: You have experience with at least one backend language (e.g., Go, Python, PHP, Ruby, Node.js)

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Cloud infrastructure familiarity: You've worked in or supported distributed systems, containerized environments, or cloud platforms

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Networking basics: You understand how the internet works, and can debug issues with DNS, SSL, CDN, etc.

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Strong written communication: You express technical ideas clearly and collaborate effectively in async global teams

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Problem-solving mindset: You take initiative, enjoy digging into issues, and look for ways to improve how we work

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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 Australia. 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: While we support flexible work, this is a support role that requires coverage during fixed working hours based on your Australian region:

• Hours: 00:00-08:00 UTC

If you’re unable to reliably work during the required hours 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.

• 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 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.

🌎 A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives

🎉 Benefits and perks - Make the most of what matters 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 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. 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.