Technical Support Analyst - UK & Middle East

The Chance

You are a natural problem solver, always prepared to stand by your promises and deliver exceptional customer and partner experiences. We are Upstream Works Software, a global software company based in Canada that provides solutions for customer care in the rapidly changing social, mobile and omnichannel world of the contact centre. We are currently looking for a talented troubleshooter who will be a key contributor to the success of Upstream Works as our newest Technical Support Analyst.

Position Summary

Reporting to the Support Manager, you will play a key role in providing support to our customers and deploying our solutions for new customers. You will be a full time member of the Support team and will work alongside the rest of the Operations and Engineering teams to provide solutions and resolutions to our customers and partners. Along the way, you will work with experts in Microsoft SQL, networking, Windows Server administration, AWS and JavaScript, with plenty of opportunity to build your skills in each of these areas.





This is a fully remote position, and we are looking for candidates based in India or Pakistan. You will be employed through our local employment partner (Employer of Record). Necessary software and hardware will be provided. You will be required to provide reliable high speed internet and a quiet workspace.

What You'll Do

• Provide first level, remote support to customers and partners online, by phone or by email
• Track issue progress in our Jira ticketing system
• Troubleshoot customer environments, both on premises and in the cloud
• Install and configure solutions or fixes for customers
• Keep management informed about current support issues
• Create and maintain internal knowledge base resources
• Provide emergency on call support
• Coordinate system reviews as required
• Assist with organizational IT tasks

Here’s how your support, technical and communication skills come i

📌 Technical Support Analyst (Modinagar)
🏢 Upstream Works Software
📍 Modinagar