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.

About the Role:We are seeking a motivated and talented Technical Support Engineer to join our Product Support team. Your role is crucial in enhancing customer experience and ensuring product satisfaction. Reporting to the Product Support Manager, you will become an expert in the One View Platform, providing support and guidance to our platform end users. Your responsibilities include diagnosing and resolving issues, collaborating with Technology and Product Development teams, and ensuring effective communication with users. Your goal is to proactively address recurring questions and develop solutions to prevent them from arising again. This position offers an exciting opportunity to be part of a dynamic team and contribute to the growth of a world-leading organization. If you are eager to learn, grow, and take on challenges, we encourage you to apply.

This is a hybrid role. The employee will be expected to work onsite 3 days/week at UKG's Varna, Bulgaria office. The employee will also be expected to work 12:00 PM to 8:30 PM Bulgaria shift (GMT+3)

Duties and Responsibilities:
• Provide technical support to One View product users on raised requests.
• Organize and prioritize incoming technical support requests.
• Maintain clear and regular communication with users regarding request status.
• Analyze and validate technical support requests by reproducing use cases.
• Address complex configurations and technical challenges.
• Escalate and manage 3rd Level Support Requests when necessary.
• Become an expert in One View Product features and functionalities.
• Stay updated on new product features.
• Document and create troubleshooting articles.

Basic Qualifications:

• 2+ years of professional experience in a customer facing product support role.

• Excellent English communication skills, both written and verbal.

• Experience working with support tools like Salesforce, Zendesk, and/or others.

• Ability to work well in a team and independently.

• Strong presentation skills.

Preferred Qualifications:

• Experience working with HR, payroll, and/or accounting software.

• Experience with databases like PostgreSQL or MySQL, and CRM/Enterprise software.

• General education, technical degree, or equivalent.

• Strong analytical thinking and problem-solving skills.

• Dynamic prioritization skills and ability to voice concerns and suggestions.

• Strong organizational, multi-tasking, and planning abilities.

• Professional, motivated, and able to work on own initiative.

• Focused and results-oriented with a positive and empathetic attitude.

• Prompt response to customer concerns and effective troubleshooting.

• Ability to write and maintain documentation for client reference.

• Experience with MS Office.

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.