Technical Support Executive

🔥 3 hours ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Upstream Tech

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

☁️ SaaS

🛍️ eCommerce

📡 Telecommunications

💰 Private Equity Round - Upstream Tech on 2023-10

SaaS • eCommerce • Telecommunications

Upstream Tech is a mobile marketing automation and performance marketing company that helps businesses acquire customers, increase sign-ups, and boost sales across mobile channels. Their Grow platform is a SaaS solution combining predictive technology, cross-channel orchestration (web, push, app, SMS/RCS), ID resolution and fraud protection to drive acquisition, retention, and higher LTV for e-commerce brands and mobile operators worldwide. Upstream focuses on measurable ROI, campaign automation, and telco partnerships to deliver large-scale customer reach and engagement.

📋 Description

• Serve as the first point of contact for employees seeking technical assistance • Provide hardware and software support for internal employees • Handle support requests via phone, live chat, email, and remote connection • Assist with employee onboarding, including activating user accounts • Configure, implement, and maintain business workflows in dedicated applications • Liaise with stakeholders to implement business-focused solutions • Maintain and implement secure best practices within the company network • Support customers using NBN and VoIP telecommunications services • Provide end-user support to managed services customers • Communicate technical information clearly to non-technical users • Receive, validate, log, troubleshoot, and escalate requests • Keep stakeholders informed of request progress through resolution • Maintain and manage the ticket desk • Engage third-party vendors to resolve technical problems • Perform hardware and software upgrades and routine maintenance • Maintain accurate support request and resolution records • Create documentation for common issues and solutions • Train end-users on basic IT functions • Collaborate with IT professionals and departments to resolve complex issues and provide tailored support • Meet SLAs for first response and resolution times • Contribute to continuous improvement initiatives

🎯 Requirements

• Technical support experience with hardware and software issues • Ability to support customers using NBN and VoIP services • Ability to provide end-user support for managed services customers • Ability to troubleshoot, validate, log, and escalate support requests • Ability to maintain and manage a ticket desk • Experience engaging third-party vendors to resolve technical problems • Ability to perform hardware and software upgrades and routine maintenance • Ability to install, upgrade, and maintain hardware and software • Ability to create and maintain technical documentation • Ability to conduct end-user training on basic IT functions • Strong verbal and written communication skills • Customer-focused and service-oriented • Reliable, organised, and self-motivated • Ability to remain calm under pressure • Positive attitude and willingness to learn • Monday–Friday work hours of 4:30am–12:30pm IST • Role supports Australian customers

🏖️ Benefits

• Remote work • Inclusive, supportive culture • Healthy work-life balance • Distributed team environment • Collaboration with global/APAC teams