As a Customer Support Engineer at Upsales, you’ll be part of our technical support team, handling and resolving customer cases related to the Upsales platform. Your work spans everything from system behavior, permissions, and data flows to integrations, reporting, APIs, and AI-driven functionality.

But this role goes beyond fixing things. You’ll work closely with customers to understand the business challenges behind the technical questions and help them use Upsales in a way that actually moves their business forward. You’ll also work proactively, identifying potential issues through monitoring, pattern analysis, and technical insight before they impact customers.

You act as a bridge between customers, product, and engineering, translating business needs into technical understanding, and technical solutions into real business value.

AI-First Mindset

At Upsales, AI isn’t an add-on. It’s how we operate. We’re looking for someone who actively uses tools like ChatGPT, Claude, or similar AI copilots as part of their daily workflow.

You treat AI as a force multiplier: accelerating troubleshooting, improving root-cause analysis, crafting clearer customer communication, and identifying smarter ways for customers to solve their problems. You’re curious, experimental, and motivated to push the boundaries of what modern, AI-driven support can be.

What You’ll Be Doing

• Handle and resolve technical customer support cases related to the Upsales platform

• Troubleshoot issues across system logic, data flows, integrations, and APIs

• Understand the business problems behind customer questions and guide them toward better solutions

• Inspire and educate customers on how to use Upsales to solve real business challenges

• Work proactively with monitoring and alerting to identify potential customer issues

• Collect and analyze technical and business context to identify root causes efficiently

• Communicate complex technical concepts in a clear, business-friendly way

• Collaborate closely with Product and Engineering teams to improve the platform and customer experience

• Contribute to documentation, best practices, and continuous improvement of support processes

Who We’re Looking For

• A technical background, such as systems engineering, computer science, or similar

• Experience in technical support, customer support engineering, or a related role

• A genuine interest in business problems, sales processes, and how technology drives results

• Strong analytical and problem-solving skills

• Solid understanding of web-based systems, software, and data models

• Experience or interest in SQL, APIs, and JavaScript (a plus)

• A customer-centric mindset with strong ownership and accountability

• Excellent communication skills in both Swedish and English

• Someone who enjoys helping customers succeed, not just closing tickets