Technical Support Engineer – SaaS & Cloud

Upland Software UK Limited; Manchester; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Upland Software UK Limited in Manchester is seeking a motivated Technical Support Engineer to deliver expert support to customers and partners and troubleshoot complex platform issues. You will work directly with customers, partners, and internal teams to resolve technical issues in a timely and efficient manner, with a focus on proactive problem solving and strong customer service.

The role requires excellent communication, a proactive mindset, and the ability to manage multiple priorities in a

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.

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.

Skills

Communication

Analytical thinking

Problem solving

Self-motivation

Organizational skills

Education

Bachelor's degree preferred

Tools

Freshdesk

Windows Server

Cloud platforms

APIs / Web services

Job description

Upland Software UK Limited in Manchester is seeking a motivated Technical Support Engineer to deliver expert support to customers and partners and troubleshoot complex platform issues. You will work directly with customers, partners, and internal teams to resolve technical issues in a timely and efficient manner, with a focus on proactive problem solving and strong customer service.

The role requires excellent communication, a proactive mindset, and the ability to manage multiple priorities in a