Technical Support Analyst - UK & Middle East

The Opportunity:

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 into play:

• 1 to 2 years of experience in technical or software support. Internship or work placement experience also counts.
• AWS Certified Cloud Practitioner required
• AWS SysOps Administrator or AWS Solutions Architect Associate would be an asset
• Working knowledge of Windows Server (2019, 2022 and 2025) and Active Directory
• Basic Linux command line skills
• Solid understanding of Windows 10 and 11, IIS, VMware and SQL databases
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, subnets and VPNs
• Basic familiarity with the AWS console and core services, including EC2, S3, IAM, VPC, CloudWatch and RDS
• Basic scripting in PowerShell, Bash or Python
• CompTIA A+, Network+ or Security+ certification, or equivalent knowledge
• Strong troubleshooting and analytical thinking skills
• Outstanding customer service skills
• Fluent English with excellent written and verbal communication skills.
• Ability to prioritize effectively and multitask proactively
• Availability to work UK business hours 9:00am to 5:30pm (afternoon to late evening local time), as well as some UK evenings and weekends as required
• An undergraduate degree in Science, Technology, Engineering or Mathematics (STEM) or equivalent experience
• Some of our customers' data is governed by privacy laws, so a background check may be required

Upstream Works is an equal opportunity employer. We welcome applications from all qualified candidates. We are committed to a fair, inclusive hiring process in which people are considered based on their skills, experience and potential, regardless of gender, age, religion, ethnicity, disability, sexual orientation, marital status or background.

Accommodations are available on request at every stage of the selection process. If you need an accommodation, please let us know and we will work with you to meet your needs.