Closes in 2 days Remote Job

Tier 2 Technical Support Representative

UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We provide mobile-first SaaS solutions, Industrial IoT sensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!


We're a Series B tech startup with 100+ team members across the US. We've been recognized as a "Best Place to Work" multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility to work remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.


The Technical Support Representative at UpKeep  provides exceptional technical support to our customers through phone, email, and chat. This hybrid role combines Tier 1 and Tier 2 responsibilities, focusing on delivering unparalleled support, troubleshooting complex technical issues, and collaborating closely with the Engineering team to refine customer experiences and product functionality.


  • Provide top-tier technical support to all customers, ensuring thorough troubleshooting and understanding the complete context of each issue.

  • Handle complex technical inquiries across multiple UpKeep products, including UpKeep CMMS, UpKeep Edge, and UpKeep DataHub, requiring in-depth technical knowledge and advanced problem-solving skills.

  • Proactively reach out to customers to resolve urgent issues, adding a personal touch to the support experience and fully grasping the context of their situations.

  • Collaborate with Engineering to troubleshoot bugs, escalate issues, and provide feedback, ensuring clear communication and actionable steps toward resolution.

  • Manage product-related questions, general inquiries, and billing issues, directing them appropriately and maintaining clarity in communications.

  • Create and maintain customer resources, such as help articles, videos, custom reports, and dashboards, to enhance the support experience.

  • Collect and relay customer feedback to relevant departments to drive continuous improvement and product development.

  • Offer premium support to key customers, including managing inquiries from UpKeep Premium Support customers to ensure white-glove service. This includes proactive outreach through calling or setting up video sessions.

  • Ensure SLAs and CSAT metrics for response times are achieved to maintain customer satisfaction and retention.



  • 3-5 years of technical support experience.



  • In-depth technical knowledge and understanding of software, APIs, and databases

  • Familiarity with customer service software and ticketing systems

  • Experience with data analysis and reporting

  • Familiarity with Intercom and SQL is a plus

  • Proficient in engaging with customers through multiple platforms, including chat, email, phone, and teleconferencing, ensuring effective and responsive communication tailored to each medium.



  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.

  • Initiates action – is results-oriented, and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.

  • Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.

  • Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.

  • Takes responsibility for own learning - know

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