Sr Technical Support Technician

The Sr. Technical Support Technician's primary role is to deliver high quality, world class technical support on UKG Suite of products to a variety of end users. As a member of our UKG application support team, Sr. Technical Support Technicians will provide support to our SaaS customers by providing quick response, in-depth analysis, and timely resolutions across a myriad of product related issues. This role provides the opportunity to add value to UKG's reputation of being a world-class HCM and Workforce Management solutions provider in support of our {hiring manager to specify Team/Product} team.

Duties and Responsibilities:
- Provide stellar support to our customer base using a variety of platforms including phone, e-mail, remote session, and CRM case management system
- Think critically to troubleshoot complex issues for clients while demonstrating speed and accuracy
- Complex understanding of functionality and architecture of a specific product
- Creates knowledge in module of focus, understands moderate to complex impact of configurations
- Can troubleshoot majority of technical problems and articulate resolution comfortably
- Cross trains in secondary module and demonstrates basic understanding and troubleshooting skills and how it interacts with module of focus
- Replicate customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
- Typically Logs JIRAs and can potentially approve JIRAs for Engineering
- Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
- Participation in On Call rotation is required, to provide occasional after hours support
- Available to work second shift as needed
- Other duties as assigned

Basic Qualifications:
- Bachelor's degree or equivalent experience in customer support environment
- Working knowledge of PC's, operating systems, web technologies and a demonstrated ability to troubleshoot complex technical problems

Preferred Qualifications:
- Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms is a plus as well as Json, XML, Java, Dell Boomi and API
- Knowledge of Technical writing processes
- HCM/WFM Industry knowledge and/or certifications are a plus
- Highly motivated with excellent electronic & verbal communication skills
- Capable of producing comprehensive clear documentation
- Possess strong organizational skills; and have the ability to work in a fast-paced, team environment
- Demonstrated ability to be creative, flexible and work independently

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!

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

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

The pay range for this position is $62,300 to $89,550, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers

Client-provided location(s): Atlanta, GA, Scottsdale, AZ, Lowell, MA, Santa Ana, CA, Maitland, FL, Weston, FL

Job ID: ukg-893382831532

Employment Type: OTHER

Posted: 2025-07-22T11:40:14