Hybrid Technical Support Engineer — Remote-friendly

Upland Software; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Upland InterFAX is seeking a motivated Technical Support Engineer to act as a liaison between the company and its customers and partners. The role emphasizes delivering exceptional technical support, troubleshooting complex issues, and ensuring a positive customer experience.

The successful candidate will work with customers, partners, and internal teams to resolve issues in a timely manner, manage multiple priorities, and participate in after-hours on-call rotation.

Qualifications

• Minimum 4 years in Technical Support, Application Support, or Systems Support.
• Excellent verbal and written communication with customers and internal teams.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience working in SLA-driven support environments.

Responsibilities

• Provide technical support to customers and partners while delivering outstanding customer service.
• Manage and prioritize multiple support requests while meeting established SLAs.
• Troubleshoot, diagnose, and resolve platform related issues independently and efficiently.
• Proactively monitor platform health and identify opportunities to prevent customer impacting issues.
• Reproduce reported issues, perform root cause analysis, and implement effective solutions.
• Document troubleshooting steps, findings, resolutions, and customer communications within the ticketing system.
• Take ownership of escalated issues and coordinate with appropriate teams to drive resolutions through to completion.
• Collaborate with Cloud, Operations, Product, and other internal stakeholders to resolve complex technical problems.
• Continuously improve customer satisfaction through responsiveness, communication, and proactive support.
• Participate in an after-hours on call rotation as required.
• Contribute to knowledge sharing, process improvements, and support documentation.
• Perform other duties as assigned.

Skills

Customer-focused communication

Analytical troubleshooting

Independent worker

SLA-driven support

Team collaboration

Education

Bachelor's degree preferred

Tools

Freshdesk

Windows Server

TCP/IP basics

Job description

Upland InterFAX is seeking a motivated Technical Support Engineer to act as a liaison between the company and its customers and partners. The role emphasizes delivering exceptional technical support, troubleshooting complex issues, and ensuring a positive customer experience.

The successful candidate will work with customers, partners, and internal teams to resolve issues in a timely manner, manage multiple priorities, and participate in after-hours on-call rotation.