team. This role demands both technical depth and customer presence--someone who thrives under pressure, communicates clearly, and solves complex integration and troubleshooting challenges in real time, often while collaborating directly with customers on live calls.
What would you do?
Customer Engagement & Solutioning
+ Lead and participate in technical meetings with enterprise customers, including troubleshooting sessions and go-live support calls.
+ Translate complex technical details into language understandable by both technical and non-technical stakeholders.
+ Calmly manage tense situations and help de-escalate when technical issues or deadlines create pressure.
Technical Implementation & Integration
+ Configure, integrate, and optimize BA Insight connectors with systems such as SharePoint, FileNet, iManage, and other enterprise repositories.
+ Utilize REST APIs and scripting (C#, PowerShell, or similar) to implement or extend integration logic.
+ Troubleshoot complex issues across multi-tier environments including application servers, connectors, indexing services, and authentication systems.
+ Support orchestration pipelines that prepare data (chunking, metadata tagging, indexing) for LLM/AI consumption.
Cross-Functional Collaboration
+ Work closely with Project Managers, Solutions Consultants, and Support to ensure project milestones are met.
+ Partner with Product and R&D to identify defects, suggest enhancements, and test new connector functionality.
+ Support Sales and Customer Success teams in technical scoping discussions and feasibility assessments.
Documentation & Process Discipline
+ Maintain detailed technical documentation and logs of customer work.
+ Track time and deliverables accurately using internal project management and time-tracking tools.
+ Follow established PS methodology and internal QA/SDLC standards.
What are we looking for?
Minimum 4-6 years of experience
in a technical consulting, support engineering, or implementation role within a SaaS or enterprise software company.
Experience with
enterprise content management or search-based applications
a plus (chunking, vectorization, or integration with LLMs).
Primary Skills:
The candidate must possess the following primary skills:
Technical Core Skills
+ Strong experience with
C#, .NET, SQL, and REST APIs
.
+ Working knowledge of
JavaScript
,
web application architecture
, and
SaaS/cloud environments
.
+ Proven ability to
troubleshoot live system issues
--including connector failures, indexing errors, or data flow interruptions.
Professional & Communication Skills
+ Exceptional
English communication skills
(verbal and written).
+ Proven experience leading or co-leading customer meetings, including difficult conversations.
+ Demonstrated ability to
stay composed under pressure
and work methodically through complex problems.
Secondary Skills:
It would be advantageous if the candidate also has the following secondary skills:
Familiarity with
Windows Server environments, IIS, and authentication frameworks (OAuth, SAML, ADFS, Azure AD)
.
Soft Skills
Fast learner capable of mastering complex products and customer environments quickly
Self-starter who can manage multiple projects with minimal supervision
Team-oriented mindset with strong empathy for customers and colleagues
Passionate about connecting enterprise data with AI to drive intelligent outcomes
Exceptional troubleshooting and analytical abilities
Passionate about delivering an amazing customer experience
Able to have a change of mind, and able to change the minds of others
Writes clearly andconcisely
Capable of working without a companyoffice, 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. You can find out more about this during your interview conversation.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.
About BA Insight
Upland BA Insight is an enterprise search and AI orchestration platform that connects knowledge across systems like SharePoint, FileNet, iManage, Jira, and Documentum. Our technology enables intelligent search and data orchestration pipelines that prepare content for use with AI models such as ChatGPT, Microsoft Copilot, and Azure OpenAI.
About Upland
Upland Software
(Nasdaq: UPLD) is a leader in AI-powered knowledge and content management software. Our solutions help enterprises unlock critical knowledge, automate content workflows, and drive measurable ROI--enhancing customer and employee experiences while supporting regulatory compliance. More than 1,100 enterprise customers rely on Upland to solve complex challenges and provide a trusted path for AI adoption.
Upland India is a fully owned subsidiary of
Upland Software
and headquartered in Bangalore.
We are a remote-first company.
Interviews and on-boarding are conducted virtually.
#LI Remote
Beware of fraud agents! do not pay money to get a job
MNCJobsIndia.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.