We are Upsource Solutions, a boutique Salesforce consulting and product firm based in Lynchburg, VA. Our mission is to help companies WIN BIG by enhancing their Salesforce orgs and processes with our top-notch expertise. We pride ourselves on building partnerships that last, offering high-level technical expertise, and ensuring our products and solutions run smoothly for our customers.

With over a decade of experience in CRM and cloud technologies, our team is focused on our customer success. We listen to their pain points, identifying their true business needs, and implement the right solutions quickly and safely.

Upsource is growing, and our customer base is expanding rapidly. As we continue to scale our products, sFiles and MergeUp, we need a Technical Support Specialist to ensure our customers receive top-tier support and hospitable experiences.

This role is critical to our success—you’ll be on the front lines helping customers resolve issues, improve their workflows, and maximize the value of our products. You’ll also play a key role in building and refining our support processes so we can scale efficiently as we continue to grow.

If you're looking for an exciting, team-driven environment where you can grow your career, contribute to an amazing team, and make a real impact, this could be the perfect role for you.

• Applicants must have valid U.S. work authorization and require no current or future sponsorship to maintain it
• This is an in-person position. Applicants must be able to commute to our office location in Lynchburg, VA.
• Strong problem-solving skills—you love breaking down technical challenges and finding solutions.
• Excellent communication and interpersonal skills—you can translate technical issues into clear, non-technical explanations.
• Basic knowledge of Salesforce, APIs, cloud-based platforms, or general CRM systems.
• Ability to handle multiple support cases at once and manage priorities effectively.
• A natural curiosity and willingness to learn new technologies and troubleshooting methods.

• 1+ years of experience in technical support, IT helpdesk, or customer support for a SaaS or software company.
• Experience with Salesforce support (Salesforce Admin certification is a plus but not required).
• Familiarity with SharePoint, Microsoft Graph API, or related cloud technologies.
• Some technical experience, such as basic JavaScript or debugging skills.
• Previous experience writing knowledge base articles or documentation to improve self-service support.
• Strong analytical skills to identify trends in support cases and recommend process improvements.

As a Technical Support Specialist at Upsource, you’ll be a customer advocate, ensuring that users of our products—MergeUp and sFiles—have seamless experiences. You’ll work closely with our product team to identify and resolve technical issues, improve support documentation, and create scalable solutions.

Your day-to-day might include:

• Troubleshooting and resolving customer issues via email, chat, and video calls.
• Documenting solutions and contributing to our growing knowledge base.
• Collaborating with the product team to report bugs, suggest feature improvements, and provide customer feedback.
• Helping customers get set up with our solutions and guiding them through best practices.
• Refining the support process—we’re always looking for ways to make things more efficient and customer-friendly.

As you grow into the role, you may also take on:

• Creating automation scripts or support tools to help customers resolve issues faster.
• Conducting training sessions to help customers maximize the value of our products.
• Improving support response metrics and ensuring we’re providing exceptional service.

If you thrive in a problem-solving, customer-facing role and want to make a real impact, this role is for you!

At Upsource, we work hard, smart, and together. We believe in fostering a culture where you enjoy showing up every day, and we celebrate wins as a team.

Our values:

🔥 Collaborative – We win together.

📚 Teachable – We’re always learning and improving.

🏆 Heroic – We go above and beyond for customers.

🎯 Getting it done… right! – We balance speed with quality.

Here’s what life at Upsource looks like:

🎮 Take a break with ping pong or Super Smash Bros.

🍕 Celebrate wins with team lunches.

🎲 Unwind on Fridays with board games.

🛑 Unlimited sick days – because your well-being matters.

💡 Invest in your growth – we cover the cost of certifications.

We don’t just want you to thrive at work—we want you to thrive in life.

We respect your time and keep our process smooth and thorough:

Submit your resume and application. (Bonus points for a fun, non-AI-generated cover letter!)

Phone Interview: Engage with our Director of Support to talk through your career goals.

Interview 1: Meet with some future colleagues for an initial conversation.

Interview 2: Connect with Josh, our IT Manager, for a technical interview.

Interview 3: Final interview with Gage, our Managing Director.

We’re looking for driven, customer-focused individuals who are ready to take ownership of support and help us build a world-class support experience for MergeUp and sFiles customers.

If that sounds like you, apply today! 🚀