Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. We're a global leader in HR technology, driven by our mission to inspire every organization to become a great place to work.
At UKG, you'll have the opportunity to work with purpose. Our team of passionate and collaborative professionals are united by our commitment to delivering exceptional service to our customers. Our award-winning HR technology is built for all, and we're always looking for talented individuals to join our team.
We believe that everyone should thrive personally and professionally. That's why we offer a range of benefits, including wellness programs, tuition reimbursement, and a customizable expense reimbursement program called U Choose. Our inclusive culture, active employee resource groups, and caring leaders value every voice and support you in doing your best work.
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About the Team
We're seeking a highly skilled Sr. Technical Support Engineer to join our Customer Support team. As a key member of our team, you'll be responsible for delivering high-quality technical support to our SaaS customers. You'll provide expert assistance on our UKG Suite of products, troubleshooting and resolving complex issues related to Workforce Ready and its infrastructure.
As a Sr. Technical Support Engineer, you'll have the opportunity to develop in-depth product knowledge and learn how to effectively troubleshoot different focus areas of the application. You'll research application questions, analyze customer configurations, and think creatively to resolve complex issues. Your superior communication skills will enable you to provide exceptional technical expertise to our customers.
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About the Role
* Develop in-depth product knowledge on UKG Ready and learn how to recognize and effectively troubleshoot different focus areas of the application.
* Research application questions by setting up scenarios and testing within the application.
* Troubleshoot, analyze, and solve complex customer issues utilizing documentation, knowledge base, bug tracking system, and senior team members' expertise.
* Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review.
* Analyze customer configurations and think 'outside the box' to resolve and/or find an appropriate alternate solution.
* Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines.
* Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications.
* Identify more technical complex issues for escalation to senior Technical Support staff.
* Provide weekend, public holidays cover and after-hour service as needed to meet business requirements.
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About You
We're looking for someone with:
* Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function, with at least 3 years of experience.
* Intermediate level of competency within the following technologies: An understanding of web technologies such as Java/XML, MS IIS, HTML.
* Familiarity with Oracle or SQL relational database management systems and SQL scripting.
* Java.
* Microsoft Operating systems.
* Solid Operational statistical analytical ability using applications such as Excel etc.
* The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.
* Knowledge of Dell Boomi integration platform.
* Proficiency in APIs, web services, and data transformation.
* Experience in both small and large companies in a B2B environment is highly desirable.
* Excellent communications and interpersonal skills are essential.
* Track record of accomplishment and effectiveness within organizations.
* Experience in working in 24x7 support operations and with teams across multiple locations is essential.
* Ability to remain focused with a solid attention to detail.
* Ability to translate business issues into appropriate outcomes.
* Strong verbal and written English skills are essential.
* Bachelor's degree or equivalent Technical/Application support experience.
* You will understand our UKG Global Job Architecture career matrix profile for Global Support Sr. Technical Support Engineering. This role is expected to be fulfilled in an OWNING capacity.
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Where We're Going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.