Technical Support Engineer

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

The team:

The Product Support Team (Level 2) within UKG is a critical function responsible for delivering high-quality technical support for the One View Platform. The team partners closely with Customer Support (Level 1), Product, Engineering, and Operations to resolve complex issues, manage escalations, and continuously improve the customer and internal user experience.

This is a fast-paced, SLA-driven environment where ownership, collaboration, and technical curiosity are key to success.

Product Support Team support UKG's One View Platform, a multi-product ecosystem that includes:

• MPS (Managed Payroll Services)
• Connect & Integrations
• Advanced & ESS modules
• Mobile solutions

The platform supports global payroll operations, integrations, analytics, and reporting for internal teams, partners, and customers in a production environment.

The role and the toolkit:

As a Technical Support Engineer you will:

• Provide advanced technical support and troubleshooting via Zendesk, ensuring SLA adherence
• Investigate and resolve complex issues escalated from Level 1 support and internal stakeholders
• Analyze APIs, logs, and database data to identify root causes
• Reproduce issues in test environments and validate expected vs. actual behavior
• Collaborate cross-functionally with Product, Engineering, DevOps, and Compliance teams
• Raise and manage Jira tickets (bugs, enhancements, tasks) through to resolution
• Communicate clearly and proactively with stakeholders throughout the ticket lifecycle
• Create and maintain troubleshooting documentation and knowledge base articles
• Identify trends and contribute to product and process improvements

Support operational activities include also:

• User and role access management
• Analytics/reporting setup (Tableau)
• Configuration updates (templates, payslips, integrations)
• Release and environment support (CIT / Production)

Support and engineering toolkit:

• Zendesk, Jira, Confluence
• Postman (API testing)
• SQL / NoSQL databases (DBeaver, MongoDB)
• Grafana (monitoring)
• Tableau / Alteryx (analytics)
• JSON/XML tools and debugging utilities

Required Qualifications:

• 2-5+ years of experience in Technical Support, Product Support, or Support Engineering (L2 preferred)
• Strong troubleshooting and analytical skills
• Experience working with APIs, databases, and system logs
• Familiarity with SLA-driven support environments and ticketing systems
• Ability to manage multiple priorities and work under time-sensitive conditions
• Strong written and verbal communication skills

Preferred Qualifications:

• Experience with payroll, payments, accounting, General Ledger, ERP, or other financial technology solutions is strongly preferred and will be considered a significant advantage
• Experience supporting SaaS, payroll, or workforce management solutions
• Familiarity with monitoring and analytics tools (e.g., Grafana, Tableau)
• Experience with integrations, data processing, and APIs
• Exposure to cross-functional collaboration with Product and Engineering teams

Core Competencies:

• Customer-first mindset
• Ownership and accountability
• Strong problem-solving and critical thinking
• Attention to detail
• Collaboration and teamwork
• Continuous improvement and learning

Please note this role is hybrid and the expectation is to visit the office three times per week at minimum.

Our social benefits include:

• 25 to 28 days of annual leave;
• Medical coverage provided by Bulstrad for you and your dependents;
• Life, AD&D, Disability & critical illness coverage provided by DZI;
• Meal vouchers provided by Edenred - EUR 85 per month;
• Employee Assistance Programs available 24/7;
• Global Tuition Reimbursement program - up to EUR 3 425 per year;
• Fertility support - up to EUR 6 525 per year;
• Adoption assistance;
• Business travel insurance;
• U choose program - EUR 275 every quarter to be spent on eligible items.

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

The pay range for this position is €19,800 to €26,750. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits

Client-provided location(s): Varna, Bulgaria

Job ID: ukg-TECHN018677

Employment Type: OTHER

Posted: 2026-06-11T19:03:25