Lead Technical Support Engineer

Company Overview 

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.  

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. 

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.   

What You’ll Do and Who You’ll Work With
 
Join us as a Lead Technical Support Engineer and you’ll be at the forefront of our service offering to our customers across diverse sizes and industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector.
 
The Lead Technical Support Engineer’s primary role is to delivery high quality, world class technical support on UKG Suite of products to a variety of end users. As a member of the <team> you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related but not limited to the <product>, as well as the infrastructure that delivers it.
 
Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you’ll need to excel in this role. We offer a structured training plan, and long-term development opportunities across our business.
 
Reporting to the Manager of Technical Support Engineering and working within a team of passionate Technical Support Specialists you will have the opportunity to grow your career within Technical Support. This role is based in <office/location> and can offer a flexible working from home and office arrangement.
 
Your Responsibilities
 
• Develop in-depth product knowledge on UKG ProWFM and learn how to recognise and effectively troubleshoot the 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.
• Assisting less experienced Lead Technical Support Engineers with complex technical issues.
• Provide weekend, public holidays cover and after hour service as needed to meet business requirements....Less

Required Qualifications
• 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 5 years of experience.
• Expert level of competency within the following technologies:
o An understanding of web technologies such as Java/XML, MS IIS, HTML.
o Familiarity with Oracle or SQL relational database management systems and SQL scripting.
o Java.
o Microsoft Operating systems.
o Networking technologies.
o Experience with CRM solutions such as Salesforce.
o Operational statistical analytical ability using applications such as Splunk, Datadog, Excel, PowerBI etc.
• The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision.
• Experience in both small and large companies in a B2B environment is highly desirable.
• Excellent communications and interpersonal skills is essential.
• Track record of accomplishment and effectiveness within organisations. 
• Experience in working in 24x7 support operations and with teams across multiple locations is essential.
• Ability to remain focussed with a solid attention to detail.
• Ability to translate business issues into appropriate outcomes.
• Strong verbal and written English skills is essentials.
• Bachelor’s degree or equivalent Technical/Application support experience.
• You will understand our UKG Global Job Architecture career matrix profile for Global Support Lead Technical Support Engineering. This role is expected to be fulfilled in an ADVISING capacity.
 
It's great, but not required if you have:
 
• Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.

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.      

Disability Accommodation  

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.