[Hiring] Technical Consultant @Upland Software

Role Description

We are looking for a Technical Consultant to join our India-based Center of Excellence team. The consultant will work behind the scenes to configure, test, and troubleshoot BA Insight components and integrations—supporting senior consultants and project managers who handle customer-facing activities. This is an ideal role for someone who is technically strong, detail-oriented, and eager to learn, but prefers to work in a supportive, back-end capacity rather than directly with customers. You’ll be part of a technical delivery team that ensures our implementations stay on track, issues get resolved quickly, and product deployments are consistent across environments.

What would you do?

• Implementation Support
  • Configure and deploy BA Insight connectors and related components within customer or demo environments.
  • Assist in setting up integrations between BA Insight and systems like SharePoint, FileNet, iManage, or Documentum.
  • Support indexing, metadata enrichment, and data orchestration processes for enterprise AI use cases.
• Technical Troubleshooting
  • Investigate, reproduce, and resolve technical issues escalated by customer-facing consultants or the Support team.
  • Analyze logs, monitor indexing and orchestration pipelines, and identify root causes of connector or configuration issues.
  • Collaborate with internal engineers to resolve complex technical challenges and document findings.
• Testing & Validation
  • Execute and document functional, performance, and regression testing for connector and orchestration configurations.
  • Validate installations, upgrades, and patches prior to customer delivery.
  • Ensure configuration consistency across environments (Dev, Test, UAT, Production).
• Documentation & Process Compliance
  • Maintain clear and accurate records of work performed, including environment details, configuration parameters, and troubleshooting notes.
  • Follow internal implementation methodologies, quality checklists, and escalation procedures.
  • Provide feedback to improve documentation, internal tools, and reusable scripts or templates.
• Team Collaboration
  • Work closely with Senior Consultants, Support Engineers, and Project Managers to ensure technical readiness for project milestones.
  • Operate largely asynchronously, performing work during flexible hours that complement global project timelines.

Qualifications

• 2–4 years of experience in technical support, software configuration, system integration, or quality assurance—preferably in a SaaS or enterprise software.
• Prior experience with enterprise search, content management systems, or AI data processing pipelines is a plus.
• Experience working in a team-based delivery model or shared service environment preferred.

Requirements

• Primary Skills
  • Core Engineering Fundamentals: Strong foundation in programming concepts (data structures, logic, debugging).
  • Basic proficiency in at least one language: Python, JavaScript, or similar.
  • Understanding of REST APIs, JSON, XML.
  • Enterprise Systems & Integration (Foundational): Basic understanding of how enterprise systems connect and exchange data.
  • Exposure to APIs and simple integrations.
  • Familiarity with platforms like SharePoint, OneDrive, or similar tools.
  • Enterprise Search (Conceptual Understanding): Basic knowledge of indexing, metadata, and search relevance (high level).
  • Understanding that search depends on data quality and structure.
  • AI Fundamentals (Conceptual): High-level understanding of LLMs (what they are, how they work at a basic level), grounding (data-driven responses), and hallucination (incorrect AI outputs).
  • Awareness of tools like Microsoft Copilot (usage-level familiarity is sufficient).
  • Troubleshooting Mindset: Ability to debug issues systematically, strong logical thinking, and willingness to investigate problems.
  • Ability to follow structured troubleshooting steps.
• Secondary Skills
  • Familiarity with Windows Server environments, IIS configuration, and authentication protocols (OAuth, SAML, Azure AD).
  • Familiarity with enterprise content systems (SharePoint, iManage, Documentum, FileNet, etc.) is highly desirable.
• Soft Skills
  • Technically curious and eager to grow into a senior consulting role over time.
  • Self-starter with strong attention to detail and the ability to work independently with minimal supervision.
  • Excellent written English and documentation skills (verbal fluency helpful but not mandatory).
  • Works well in structured processes, but willing to learn new tools and environments as the technology evolves.
  • Passionate about delivering an amazing customer experience.
  • Capable of working without a company office, with a fully remote team.
• Growth Skills
  • Possesses a good work ethic; a self-starter with a desire to grow.
  • Always looking for better ways to get the job done.

Work Schedule

• Standard IST working hours with mandatory overlap (3–4 hours) with North American business hours (e.g., 6:00 PM – 10:00 PM IST).
• Flexibility to alternate schedules with other CoE Project Managers to ensure consistent U.S. coverage.

Qualification

• Bachelor’s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent combination of knowledge and experience.
• This role requires overlap with multiple time zones for planning meetings, status updates etc. on a regular basis. The duration of these overlaps can change depending on the type of meeting.
• Upland India has the flexibility to manage your working hours accordingly to help in your work-life balance.