---
title: 'Customer Support Specialist II at Upshop'
canonical: 'https://feeny.ai/job/customer-support-specialist-ii-upshop-los-angeles-california-united-states-1m4p6qxwpj7y'
type: 'job'
last_seen: '2026-10-16'
---

# Customer Support Specialist II at Upshop

- **Company:** Upshop
- **Location:** Los Angeles California United States Seattle Vancouver, NV
- **Posted:** 2026-10-08
- **Last confirmed live:** 2026-10-16
- **Apply:** https://job-boards.greenhouse.io/upshop/jobs/5258719007

## Job description

About Upshop:

Upshop is hiring a Customer Support Specialist II (CSS II) to own our most complex customer issues, including the ones for which we don’t have a playbook yet. As the primary escalation point from Level 1 support, you will dig into production problems across Upshop's fresh retail platform and its integrations and find what went wrong: configuration, data, integrations, in-store environment, or application bugs. You will fix what support can fix, and when you cannot, you will hand engineering a clear write-up with the evidence, so they are not starting from zero.

The work crosses systems. You will check tenant and license settings, query Cosmos/Mongo and SQL Server, review feature flags, follow logs and traces in Datadog. You will not ship features full time, but you should be able to follow code, data, and logs far enough to prove the cause. You will use AI tools every day, customer data, and you will help mentor the CSS I team. The goal is fewer bounce-backs, faster answers on tough issues, and engineering partners who trust what you send them.

This role is for someone who enjoys complex tickets, follows the evidence, and leaves the team better than they found it.

Key Responsibilities:

- Escalation Ownership: Act as the primary escalation point for Level 1 support and own complex escalated tickets that need deep investigation across Upshop's product suite and integrations.
- Deep-Dive Investigation: Trace issues through tenant and license configuration, data, integrations, feature flags, logs and traces, and product code when needed. Replicate user environments and prove the root cause rather than treating symptoms.
- Resolution & Engineering Handoff: Resolve what support can resolve. When an issue needs engineering, send a clear package with reproduction steps, evidence, impact, and what has been ruled out, so defects move quickly without bounce-backs.
- In-Store & Environment Support: Troubleshoot issues involving network connectivity, hybrid on-prem and cloud setups, host feeds, and in-store hardware (e.g., label printers, scales, scanners, and handheld devices).
- Ticket Management & SLAs: Document every ticket with what is known, what has been ruled out, troubleshooting steps, resolutions, and any system changes made. Track tickets from creation through resolution and meet SLA targets.
- Customer Communication: Write clear customer updates, manage expectations on complex or long-running issues, and deliver difficult information with empathy and professionalism.
- Cross-functional Partnership: Partner with product and engineering on recurring issues and release-related problems, provide feedback, and suggest enhancements.
- On-Call & Incident Support: Participate in the on-call rotation and incident response, resolving issues promptly, including outside business hours.
- Knowledge Base & Playbooks: Create and maintain documentation, playbooks, and routing knowledge for both common and complex issues so the whole team can resolve them faster.
- AI-Assisted Workflows: Use AI tools such as Cursor, Claude, Copilot, and in-house Agents every day to speed up investigation and cut busy work. Build and share prompts, skills, or small automations, and handle customer data responsibly when using them.
- Mentoring: Guide CSS I team members, sharing troubleshooting techniques and best practices for customer interactions.
- Performance Metrics & Continuous Improvement: Meet or exceed targets for response time, resolution time, and customer satisfaction, and keep improving how the team works.

Required Qualifications:

- Proven Experience: 4+ years of technical support, application support, or a similar role, including supporting multi-tenant SaaS and troubleshooting complex software and system issues.
- Troubleshooting Discipline: Strong root cause analysis habits: follow the evidence, write down what you know and what has been ruled out, and decide the next steps carefully and independently.
- Technical Fluency: Comfortable reading APIs, JSON, SQL results, and application logs.
- Data & Platform Experience: Hands-on experience with at least two of: MongoDB/Cosmos-style databases, relational SQL (e.g., SQL Server), cloud observability (e.g., Datadog), feature flags, and Azure (or an equivalent cloud).
- AI Tools: Hands-on experience with AI platforms such as Cursor, Claude, CoPilot, or similar.
- Strong Communication: Clear written and verbal communication for both customers and engineers, with the ability to explain complex technical concepts to technical and non-technical audiences.
- Escalation Handling & Mentoring: Demonstrated ability to handle escalated issues and provide technical guidance to junior team members.
- Queue Management & Organization: Ability to manage multiple support requests and competing priorities efficiently while maintaining attention to detail and a high standard of customer service.

Desired Skills:

- Senior Support Experience: Prior escalation-tier or senior support experience.
- Industry Background: Experience with retail, grocery, food service, or store operations software.
- Automation Experience: Experience building prompts, skills, scripts, or small automations that help support work.
- Support & Defect Tools: Familiarity with Zendesk (or similar), Jira or Azure DevOps for defect handoffs, and API tools such as Postman.
- Incident Management: Incident work with tools like PagerDuty.
- Hybrid & Integration Environments: Exposure to hybrid on-prem and cloud systems, host feeds, multi-tenant configuration models, and in-store hardware peripherals.
- Certifications: CompTIA A+, ITIL, Zendesk, or related technical certifications are a plus.
- Leadership Potential: Interest in leading technical projects or taking on leadership responsibilities within the support team.

## About Upshop

## Company Overview
- **One-liner**: Upshop provides an AI-powered, SaaS-based Total Store Operations platform that helps food retailers streamline forecasting, ordering, production, and inventory optimization across fresh, center-store, DSD, and eCommerce departments.
- **Entity Type**: Private (part of Invafresh following a 2024 merger)
- **Headquarters**: Austin, Texas, United States
- **Founded**: 1989 (as Application Development Consultants, Inc.)
- **Founders**: Not publicly available (evolved through multiple acquisitions and a merger)

## Core Business
- **Primary industry**: Food retail technology / Grocery technology
- **Target customers**: B2B – grocery retailers, convenience stores, and food retailers (serving 450+ retailers in 50,000+ stores across 35+ countries)
- **Mission or purpose statement**: To deliver a simplified, smarter, more connected store experience that helps retailers improve sales, reduce waste, enhance food safety, and empower associates.

## Products & Services
- **Total Store Operations Platform**: An AI-powered SaaS platform that synchronizes Fresh, Center, DSD (Direct Store Delivery), and eCommerce operations. Includes modules for:
  - **Fresh Operations (FreshIQ®)**: Forecasting, ordering, production planning, and inventory management for fresh departments.
  - **eCommerce Fulfillment (ShopperKit)**: Omnichannel order management and fulfillment orchestration.
  - **Center Store**: Inventory optimization for shelf-stable goods.
  - **DSD Management**: Direct store delivery reconciliation and management.
  - **Date Check Pro**: Food safety and freshness date management.
  - **Magic Inventory Intelligence**: AI-driven inventory visibility and shrink reduction.
- **Total Store Ordering** (launched July 2025): A unified replenishment solution ending fragmentation across departments.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of approximately $12.3 million (based on 2024 estimates); Total funding not publicly available (funded via Invafresh parent entity)
- **Notable Investors/Partners**: Invafresh (parent company after 2024 merger), ReposiTrak (strategic partnership for FSMA 204 traceability), Inmar Intelligence (marketing and eCommerce fulfillment partnership), Heritage Grocers Group, Gelson’s Markets (recent customers)
- **Growth Signals**:
  - Headcount of 178 employees (+14.3% YoY growth)
  - Operates in 10 countries with offices in the US, Canada, Sweden, Colombia, UK, and Denmark
  - 2024 merger with Invafresh created the “first global retail operations platform” serving 35+ countries
  - Recent customer wins: Heritage Grocers Group, Gelson’s Markets
  - New product launch: Total Store Ordering (July 2025)
  - 19 active job postings; job postings up 111% year-over-year

## Competitive Advantages
- **Market Leadership**: Positioned as the first total store operations platform specifically built for food retailers, unifying previously fragmented department-level solutions.
- **AI-Powered Predictions**: Uses machine learning for demand forecasting, shrink reduction, and production planning, giving retailers a data-driven edge.
- **Scale & Trust**: Serves 450+ retail chains in 50,000+ stores across 35+ countries, including major grocery names.
- **End-to-End Coverage**: Covers fresh, center, DSD, and eCommerce on one platform — a rare integration in the grocery tech space.
- **Recent Merger Scale**: The 2024 merger with Invafresh combined complementary technologies to create a global leader with deeper R&D and customer support capabilities.

## Strategic Focus
- **Global Expansion**: Expanding reach across 35+ countries, with dedicated sales roles for Europe (Account Executive: Europe currently hiring).
- **Product Innovation**: Launching new modules like Total Store Ordering and predictive analytics for fresh prepared foods.
- **Partnership Ecosystem**: Building strategic integrations with partners like ReposiTrak (traceability) and Inmar Intelligence (marketing/fulfillment) to offer a more comprehensive solution.
- **Customer Growth**: Targeting non-grocery retail segments (convenience stores) and large strategic accounts.
- **Operational Excellence**: New CEO Mike Sanders (appointed April 2025) focused on accelerating customer innovation and operational excellence.

## Why Work Here
- **Growth Trajectory**: High growth phase with 14.3% headcount increase YoY and 111% increase in job postings year-over-year, indicating strong hiring momentum.
- **Global & Remote-Friendly**: Offers remote roles across North America and Europe, with offices in Austin (HQ), Tampa, Mississauga (Canada), and Sweden.
- **Engineering Culture**: Technical team of 52 people (24% of workforce) working with a modern stack including AWS, Kubernetes, React, Python, Databricks, and microservices. Key engineering leaders include Dan Larsson Wåssén (Head of Engineering) and RJ A Seoud (Sr. Director, Engineering Operations).
- **Mission-Driven Work**: Directly impacts food waste reduction, sustainability, and food safety — meaningful work with tangible environmental and social benefits.
- **Diverse Team**: Workforce spans 10 countries with employees from diverse backgrounds; talent sourced from companies like Invafresh, Albertsons, Kaseya, and others.
- **Employee Ratings**: Mixed reviews on Glassdoor (3.1/5.0 overall) with work-life balance rated 2.8/5.0 and culture rated 2.7/5.0 — potential areas for improvement in company culture and work-life balance.
- **Notable Perks**: Not explicitly listed; remote/hybrid flexibility appears available for many roles.

## Sources
1. [Upshop Website](https://upshop.com/)
2. [Upshop About Page](https://upshop.com/about/)
3. [Upshop Careers Page (Greenhouse)](https://job-boards.greenhouse.io/upshop)
4. [Upshop LinkedIn Company Page](https://www.linkedin.com/company/upshopretail)
5. [Business Wire: Upshop Appoints Mike Sanders as CEO](https://www.businesswire.com/news/home/20250430916622/en/Upshop-Appoints-Mike-Sanders-as-CEO-to-Accelerate-Customer-Innovation-and-Operational-Excellence)
6. [Business Wire: Upshop Launches Total Store Ordering](https://www.businesswire.com/news/home/20250715498817/en/Upshop-Launches-Total-Store-Ordering-to-Optimize-Customer-Service-and-Revenues-while-Ending-the-Fragmentation-of-Grocery-Replenishment)
7. [Business Wire: Upshop and Invafresh Unite to Transform Global Food Retail Technology](https://www.prnewswire.com/news-releases/upshop-and-invafresh-unite-to-transform-global-food-retail-technology-302192585.html)
8. [Business Wire: Heritage Grocers Group Elevates Fresh Prepared Foods Strategy](https://www.businesswire.com/news/home/20250812005899/en/Heritage-Grocers-Group-Elevates-Fresh-Prepared-Foods-Strategy-with-Predictive-Analytics-to-Serve-Diverse-Communities-at-Scale)

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