Technical Support Engineer

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.