Technical Support Engineer

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

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work and as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge. Sound like you?

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

The successful candidate will work directly with customers, partners, and internal teams to resolve technical issues in a timely and efficient manner. This position requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

• Provide technical support to customers and partners while delivering outstanding customer service.
• Manage and prioritize multiple support requests while meeting established service level agreements (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.

Required Qualifications

• Bachelor's degree preferred.
• Minimum 4 years of experience in a Technical Support, Application Support, or Systems Support role.
• Excellent verbal and written communication skills with the ability to interact effectively with customers and internal teams.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Self-motivated with the ability to work independently and manage competing priorities.
• Experience working within SLA driven support environments.
• Strong organizational skills and attention to detail.
• Demonstrated ability to learn new technologies, systems, and processes quickly.
• Collaborative team player with a customer first mindset.

Preferred Qualifications

• Experience using CRM and support ticketing systems (such as Freshdesk or similar platforms).
• Knowledge of fax technology, cloud fax solutions, or telephony services.
• Understanding of networking concepts, including TCP/IP, DNS, firewalls, routers, and connectivity troubleshooting.
• Experience supporting Microsoft Windows operating systems and server environments.
• Familiarity with cloud based platforms and SaaS applications.
• Knowledge of APIs, integrations, or web services is a plus.

What Success Looks Like

• Providing timely and accurate resolutions to customer issues.
• Taking ownership of complex technical problems through to completion.
• Building strong relationships with customers and internal stakeholders.
• Contributing to continuous improvement of support processes and customer satisfaction.
• Maintaining high standards of documentation, communication, and technical expertise.

This role is hybrid and requires attendance at the Manchester office (located near Manchester Airport) for a maximum of one day per week.

Upland Software (Nasdaq: UPLD) is the intelligence layer that unifies and contextualizes enterprise knowledge, content, and data, turning isolated information into actionable outcomes for every human and agent. More than 1,100 enterprise customers rely on Upland's deep domain expertise to unlock the full value of their AI and agent-driven operating models, driving measurable outcomes across customer experience, employee productivity, and regulatory compliance. For more information, visit www.uplandsoftware.com.