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# Technical Support Engineer

- **Company:** Upland Software, Inc.
- **Location:** Manchester, UK (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Software as a Service, Cloud Computing, Computer Networks, Domain Name System (DNS), Issue Tracking Systems, Systems Integration, TCP/IP, Web Services, Network Routers, Cloud Platform System, Firewalls (Computer Science), Zendesk, Server Operating Systems & Platforms
- **Published:** September 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=bda649757dd4e79b

## About the Role

* 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.

## Description

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., * 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.