{"id":1607073,"url":"https://alion.io/job/uplandsoftware-technical-support-engineer","title":"Technical Support Engineer","company":{"id":64183,"name":"Uplandsoftware","domain":"uplandsoftware.com","url":"https://alion.io/company/uplandsoftware","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":91000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":377},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"DNS","optional":true},{"name":"Freshdesk","optional":true},{"name":"TCP/IP","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-11T17:33:29Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-03T23:38:59Z","board_verified":true,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"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?\nUpland 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.\nThe 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.\nKey Responsibilities\nProvide technical support to customers and partners while delivering outstanding customer service.\nManage and prioritize multiple support requests while meeting established service level agreements (SLAs).\nTroubleshoot, diagnose, and resolve platform related issues independently and efficiently.\nProactively monitor platform health and identify opportunities to prevent customer impacting issues.\nReproduce reported issues, perform root cause analysis, and implement effective solutions.\nDocument troubleshooting steps, findings, resolutions, and customer communications within the ticketing system.\nTake ownership of escalated issues and coordinate with appropriate teams to drive resolutions through to completion.\nCollaborate with Cloud, Operations, Product, and other internal stakeholders to resolve complex technical problems.\nContinuously improve customer satisfaction through responsiveness, communication, and proactive support.\nParticipate in an after-hours on call rotation as required.\nContribute to knowledge sharing, process improvements, and support documentation.\nPerform other duties as assigned.\nRequired Qualifications\nBachelor's degree preferred.\nMinimum 4 years of experience in a Technical Support, Application Support, or Systems Support role.\nExcellent verbal and written communication skills with the ability to interact effectively with customers and internal teams.\nStrong analytical, troubleshooting, and problem-solving abilities.\nSelf-motivated with the ability to work independently and manage competing priorities.\nExperience working within SLA driven support environments.\nStrong organizational skills and attention to detail.\nDemonstrated ability to learn new technologies, systems, and processes quickly.\nCollaborative team player with a customer first mindset.\nPreferred Qualifications\nExperience using CRM and support ticketing systems (such as Freshdesk or similar platforms).\nKnowledge of fax technology, cloud fax solutions, or telephony services.\nUnderstanding of networking concepts, including TCP/IP, DNS, firewalls, routers, and connectivity troubleshooting.\nExperience supporting Microsoft Windows operating systems and server environments.\nFamiliarity with cloud based platforms and SaaS applications.\nKnowledge of APIs, integrations, or web services is a plus.\nWhat Success Looks Like\nProviding timely and accurate resolutions to customer issues.\nTaking ownership of complex technical problems through to completion.\nBuilding strong relationships with customers and internal stakeholders.\nContributing to continuous improvement of support processes and customer satisfaction.\nMaintaining high standards of documentation, communication, and technical expertise.\nThis role is hybrid and requires attendance at the Manchester office (located near Manchester Airport) for a maximum of one day per week.\nUpland 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 .","description_format":"text","description_chars":4406,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Marketing Automation","Project & Work Management Software","Intranet & Knowledge Management"],"lifecycle":[{"event":"open","at":"2026-10-01T19:55:03Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-03T21:09:13+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":57,"band":"ok","label":"Likely open","p_open":1,"p_active":0.762,"p_room":0.75,"age_days":21,"expected_fill_days":26,"reasons":["conf:5","velocity","win:late"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/uplandsoftware-technical-support-engineer","json_url":"https://alion.io/job/uplandsoftware-technical-support-engineer.json","meta":{"generated_at":"2026-10-04T00:34:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":678,"day_limit":5000,"remaining_today":4322,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}