Technical Support Technician III

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

About the Team:
Join a dedicated high-volume team committed to delivering accurate resolutions and exceptional customer service. Our team enhances Ultimate Kronos Group's esteemed reputation as a leading provider of Human Capital Management (HCM) and Payroll SaaS support. We value collaboration and teamwork, fostering an environment where every member contributes to our collective success.

Technical Support Technician - UKG Pro / WFM

About the Role:

Join a high-performing support team responsible for delivering timely, accurate resolutions and exceptional customer experience. As a Technical Support Technician, you will troubleshoot complex client issues across UKG Pro and WFM products, with a strong focus on SQL-driven analysis and resolution.

This is a hands-on technical role where advanced SQL skills are essential, and you will regularly engage with customers over live calls to diagnose issues and explain solutions.

Key Responsibilities:

• Troubleshoot and resolve customer issues using SQL and analytical skills
• Investigate data, identify root causes, and validate system behavior
• Manage customer communication via calls, email, and case tracking tools
• Provide clear updates, action plans, and timelines to customers
• Replicate issues using internal tools and environments
• Collaborate with Engineering on product defects and escalations
• Maintain accurate case documentation and follow SLAs
• Contribute to knowledge base and team readiness

Required Skills & Experience:

• Strong SQL expertise (mandatory):
• Complex queries, joins, aggregations, troubleshooting datasets
• Experience with MS SQL Server or similar databases
• Excellent English communication skills, especially on customer calls
• 3-5+ years in technical support (enterprise or SaaS environments preferred)
• Strong troubleshooting and problem-solving skills
• Ability to work in a fast-paced, metrics-driven environment

Nice to Have:

• Experience with APIs / Dell Boomi
• Exposure to monitoring tools (Datadog, Splunk, Kibana)
• HCM, Payroll, or Time & Labor domain knowledge
• Experience with Salesforce, Jira, or similar tools

Additional Details:

• Open to working in a 24/7 environment
• Current shift window: 6:30 PM IST to 9:30 PM IST (start time range)
• Participation in on-call rotation required
• Bachelor's degree in a technical field preferred

What We're Looking For:

A technically strong, customer-focused professional who can leverage SQL to solve problems, communicate clearly with clients, and drive issues to resolution efficiently.

Client-provided location(s): Pune, India

Job ID: ukg-TECHN018531

Employment Type: OTHER

Posted: 2026-05-20T19:07:01