Sr Technical Consultant

Senior Technical Consultant

We are seeking an experienced Senior Technical Consultant to join our India-based Center of Excellence 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 (e.g., SharePoint, iManage, OpenText, Documentum, Elastic, Solr) strongly preferred.
• Prior exposure to AI or data orchestration workflows a plus (chunking, vectorization, or integration with LLMs).

Primary Skills

Core Engineering & Development

• Strong proficiency in scripting and automation (Python, PowerShell, etc.)
• Solid experience with APIs, integrations, and data pipelines
• Ability to design and implement scalable, reusable solutions

Enterprise Search (Hands-On)

• Practical experience with: Indexing pipelines and ingestion workflows, Metadata modeling and enrichment strategies, Relevance tuning and search optimization.
• Ability to diagnose issues related to: Missing content, Poor ranking, Incorrect search results.

AI & Copilot Troubleshooting (Critical Skill)

• Hands-on experience or strong capability to troubleshoot: Microsoft Copilot / AI search issues, Data grounding problems (AI not finding the right content), Permissions and access-related issues, Microsoft Graph / Search indexing gaps.
• Strong understanding of: Retrieval-Augmented Generation (RAG) concepts (high level), How AI depends on data quality, structure, and access.

Enterprise Platform Experience

• Hands-on experience with one or more: Microsoft ecosystem (SharePoint, OneDrive, Graph, Copilot), Salesforce, ServiceNow, or similar enterprise systems.
• Understanding of authentication (SSO, OAuth) and access models.

Advanced Troubleshooting & Problem Solving

• Ability to diagnose cross-system issues (AI + search + data source).
• Strong root cause analysis skills across: Data, Integration, Platform configuration.

Delivery & Ownership

• Ability to work independently on deployments and complex issues.
• Experience in customer-facing or delivery environments.
• Capability to guide/mentor junior engineers.

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 and concisely.
• 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. 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.

Key skills/competency

• Senior Technical Consultant
• Customer Engagement
• Technical Implementation
• API Integrations
• Enterprise Search
• AI/ML Orchestration
• Troubleshooting
• Scripting
• Problem Solving
• SaaS