Technical Support Engineer

3+ months ago

UKG (Ultimate Kronos Group), delivers SaaS solutions to drive better business outcomes, improve HR effectiveness, and create a more connected experience for everyone. We help employees, anywhere, and transform HR into a digital service offering.

Here at UKG, "Our Purpose Is People". UKG combines the strength and innovation of PeopleDoc (HRSD), Ultimate Software, and Kronos, uniting three award-winning, employee-centered cultures. We strive to create a culture of belonging and an employee experience that empowers our people.

The HR Service Delivery platform (formerly known as PeopleDoc) helps HR teams more easily answer employee requests on demand, automate employee processes, across multiple locations. HRSD serves more than 1000 clients with employees in 180 countries in 12 languages.

Your role:
We are constantly working on improving our support & integration for our customers to maintain a high level of service experience. In order to provide the utmost quality responses, HRSD (ex PeopleDoc) is looking for a Technical support Engineer to join our international team to help us meet our expanding client expectations on software integration and implementation and to maintain the availability of the service in accordance with the contractual SLAs.

You will also provide technical analysis when issues are reported in order to either directly solve them or to escalate them to product and development teams with the required information.
You understand how our different solutions are interconnected with each other and with third parties.

You will join a high performing, fast-paced and quite fun team committed to solve complex issues, learn and improve constantly personally and technically.
You will have the opportunity to work autonomously on an internal SaaS solution, designed and developed in France. And of course, a lot of room to grow your skills and experience along with the company!

• Provide technical support to customers (3rd level).
• Analyse data including various logs, traffic trace, and configuring data
• Respond to operational incidents under time constraints (incident analysis, diagnosis and resolution of incidents).
• Provide real-time monitoring and improve proactive monitoring of our systems and applications
• Anticipate technical system evolutions related to costumer usage
• Integrate technologies, processes, tools, and methodologies to SaaS Operations services (procedures, application management tools, monitoring and more)
• Participate in an on-call rotations to provide coverage during off business hours
• Write, update and validate technical documentation
• Become a subject matter expert in supported applications functionality
• Participate in validation of technical solutions
• Regularly interface with peer teams on support and implementation initiatives

• Diploma: Bachelor in IT or Master degree in computer science: IUP informatique master, or Engineering school
• Min 3 years of experience: working knowledge of Linux-based software stacks & basic networking protocols
• Experience in hands-on Saas solution support
• Experience in troubleshooting issues / IT development knowledge
• Knowledge of monitoring technologies (Datadog, Sentry, ...)
• Python scripting & APIs experience is a plus

• The ability to work on distributed remote agile teams with a high degree of self-motivation and ability to work independently
• Organizational skills and a curious mindset
• Ability to create and manage documentation


Company Overview
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO is the Law poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

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

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.

Job ID: ultimate-20210018499