Technical Support Engineer

Upland Software; Wythenshawe; On-site; 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

UK Office
Wythenshawe, Manchester, GBR M22 5WB, GBR

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, visitwww.uplandsoftware.com .