Senior Technical Support Engineer - Hybrid/Remote

Upland Software; Wythenshawe; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

Upland Software is seeking a motivated Technical Support Engineer for our Manchester hybrid office. You will serve as a key liaison with customers and partners, delivering exceptional technical support and resolving complex issues.

Ideal candidates have 4+ years in a technical/support role, strong communication, and the ability to manage multiple priorities in a fast-paced environment. This role requires collaboration with internal teams and occasional after-hours on-call rotation.

Qualifications

• Bachelor's degree preferred; minimum 4 years in technical support roles.
• Excellent verbal and written communication with customers and internal teams.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in SLA-driven support environments.
• Strong organization and attention to detail.
• Ability to learn new technologies, systems quickly.
• Team player with a customer-first mindset.

Responsibilities

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

Skills

Verbal and written communication

Analytical thinking

Troubleshooting

Prioritization

Customer-focused

Independent work

SLA-driven support

Collaborative team player

Education

Bachelor's degree

Tools

Freshdesk

CRM systems

Job description

Upland Software is seeking a motivated Technical Support Engineer for our Manchester hybrid office. You will serve as a key liaison with customers and partners, delivering exceptional technical support and resolving complex issues.

Ideal candidates have 4+ years in a technical/support role, strong communication, and the ability to manage multiple priorities in a fast-paced environment. This role requires collaboration with internal teams and occasional after-hours on-call rotation.