Technical Support Engineer

Growth and Development Opportunities:
At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.
Primary/Essential Duties and Key Responsibilities:
• Utilize your problem-solving skills to resolve complex customer queries.
• Provide exceptional support by adhering to processes and using established best practices to achieve key performance indicators and meet agreed-upon Service Level Agreements (SLAs)
• Ensure timely, accurate, and complete documentation of issues in UKG's case tracking system
• Satisfy internal and external customer demands and needs in a timely manner by ensuring the customer is continually updated on the progress of their issue with clear action plans and timelines
• Develop in-depth product knowledge and expertise for your designated UKG products, including a deep understanding of functionality and architecture
• Triage and resolve issues effectively by researching, troubleshooting, and identifying the root cause by using solid problem-solving skills
• Think critically to troubleshoot complex issues for customers while demonstrating speed and accuracy
• Collaborate and communicate with both internal peers and key stakeholders to progress customer issues, using verbal and written communication - phone, email, case tracking system and remote collaboration tools
• Utilize internal tools to replicate customer configurations and scenarios to advance cases
• Log product deficiencies and work with Engineering to pursue acceptable resolutions
• Support peers and contribute to team readiness
• Practice knowledge-centered service by creating, updating, and sharing of knowledge base articles
• Consistently and effectively communicate with management to ensure issues are escalated and resolved
• Participation in an on-call rotation is required to provide occasional after-hours support
• Take on additional duties and responsibilities as needed

Qualifications:
• Proficient in English, with strong verbal and written communication skills.
• Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.
• 3-5+ years of experience in technical support working with enterprise size applications and client/server and/or Web Based technologies preferred
• Strong knowledge of SQL scripting, database experience with MS SQL as well as leveraging SQL based tools and design.
• Knowledge of one or all the following technologies:
o Dell Boomi and API integration technologies
o Performance monitoring and analytic tools such as Datadog, Kibana and Splunk
o Workforce management Advance scheduling/Budgeting
• Knowledge of mobile technologies is a plus
• Demonstrated technical troubleshooting skills.
• Ability to set and manage customer expectations effectively.
• Strong collaboration and time management skills.
• Experience handling sensitive situations professionally and thoroughly.
• Highly motivated and team oriented.
• Experience working with issue-tracking systems such as Salesforce and Jira are a plus
Education, Certification and Additional Qualifications:
• Bachelor's degree required: BSc, Computer Science, Information Technology, BA or a related technical discipline such as Engineering

Working hours will align with EMEA business hours (8am-8pm UTC) and adjust by 1 hour to account for daylight savings time.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 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

Client-provided location(s): Pune, India

Job ID: ukg-TECHN016081

Employment Type: OTHER

Posted: 2025-11-26T18:42:08