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?

• The ability to prioritize and manage several different tasks at once
• Support partners and customers while providing first rate customer service
• Improve partner and customer satisfaction by improving responsiveness and anticipating their needs
• Manage and solve platform issues using little to no supervision
• Proactively monitor and resolve issues with the platform
• Think critically to reproduce and resolve problem
• Document all aspects, including reproductions and resolutions within the support ticketing system
• Own escalated issues and drive them through to resolution by working with appropriate teams
• Work on-call after-hours support rotations as required
• Other duties as assigned

• Bachelor’s degree Preferred
• 4+ years of experience working in Technical Support.
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Strong analytical, problem solving and troubleshooting skills
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs.
• Basic SQL knowledge/experience
• Team player and Fast learner – New environment and processes

• Experience with CRM systems a plus
• Working knowledge of fax technology and/or telephony services
• Networking, including firewalls and routers
• Microsoft Windows operating system experience is helpful

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.