Technical Support Analyst - UK & Middle East

Upstream Works Software, a global leader in customer care solutions based in Canada, is seeking a skilled Technical Support Analyst to join our team. This fully remote role is open to candidates based in India or Pakistan and offers an exciting opportunity to work within a dynamic environment focused on social, mobile, and omnichannel contact center technologies. Reporting to the Support Manager, you will be instrumental in delivering exceptional support and deploying solutions for both new and existing customers. You will collaborate closely with Operations and Engineering teams, gaining hands-on experience with Microsoft SQL, networking, Windows Server administration, AWS, and JavaScript, while enhancing your technical expertise.

Key Responsibilities:
- Provide first-level remote support to customers and partners via online platforms, phone, and email.
- Monitor and track issue progress using the Jira ticketing system.
- Troubleshoot customer environments, including both on-premises and cloud-based systems.
- Install and configure software solutions or fixes for clients.
- Keep management updated on ongoing support issues and resolutions.
- Develop and maintain internal knowledge base documentation.
- Participate in emergency on-call support rotations.
- Coordinate system reviews as needed to ensure optimal performance.
- Assist with organizational IT tasks to support overall operations.

Required Qualifications:
- 1 to 2 years of experience in technical or software support, including internships or work placements.
- AWS Certified Cloud Practitioner certification is mandatory.
- Working knowledge of Windows Server versions 2019, 2022, and 2025, along with Active Directory.
- Basic proficiency with Linux command line operations.
- Solid understanding of Windows 10 and 11, IIS, VMware, and SQL databases.
- Familiarity with networking fundamentals such as TCP/IP, DNS, DHCP, subnets, and VPNs.
- Basic experience with AWS console and core services including EC2, S3, IAM, VPC, CloudWatch, and RDS.
- Basic scripting skills in PowerShell, Bash, or Python.
- CompTIA A+, Network+, or Security+ certification, or equivalent knowledge.
- Strong analytical and troubleshooting capabilities.
- Excellent customer service skills with a professional and patient approach.
- Fluent English communication skills, both written and verbal.
- Ability to prioritize tasks effectively and manage multiple responsibilities proactively.
- Availability to work UK business hours (9:00 AM to 5:30 PM UK time), including some evenings and weekends as required.
- An undergraduate degree in Science, Technology, Engineering, or Mathematics (STEM) or equivalent experience.
- Willingness to undergo background checks due to data privacy regulations affecting some customers.

Preferred Qualifications and Benefits:
- AWS SysOps Administrator or AWS Solutions Architect Associate certifications are advantageous.
- Opportunity to work alongside experts in various technical domains, fostering professional growth.
- Full remote work setup with necessary software and hardware provided.
- Employment facilitated through a local partner (Employer of Record) ensuring compliance and support.
- Commitment to an inclusive and equitable hiring process, welcoming candidates regardless of gender, age, religion, ethnicity, disability, sexual orientation, marital status, or background.
- Accommodations available throughout the recruitment process upon request to support diverse needs.

Upstream Works values integrity, collaboration, and innovation. If you are a dedicated problem solver eager to contribute to a forward-thinking company, this role offers a rewarding career path with ample opportunities for development.