Technical Escalation Engineer

Ultimate Software is seeking a Technical Escalation Engineer. This is an opportunity to be part of a team full of subject matter experts covering all product lines that Ultimate Software offers to our clients. Technical Escalation Engineers stay on the cutting edge of technology while working alongside our development and infrastructure teams to provide fast results. As a Technical Escalation Engineer you will be challenged daily by driving complex issues to resolution. This role plays a huge part of our success to provide world class technical support to our customers.

This position is located in our Weston, FL headquarters.

This position requires strong analytical, problem solving, and troubleshooting skills. The qualified candidate possesses broad experience in handling difficult or sensitive situations in a professional, timely, and thorough manner. Qualified candidates are self-starters and highly-motivated to provide excellent customer service.

Ultimate is ranked #1 in FORTUNE’s Best Places to Work in Technology for 2016 and #15 for 100 “Best Places to Work For in 2016.” This is the 5th year in a row we have been ranked on FORTUNE’s list. We were #21 in 2015, #20 in 2014, and #9 in 2013. Ultimate is also ranked #5 on the inaugural list of “100 Best Workplaces for Millennials” and #8 on Forbes magazine’s 2016 list of the “Most Innovative Growth Companies.”

Primary Responsibilities: (other duties may be assigned)

  • Provide the highest level of technical support to internal and external customers
  • Problem analysis and root cause documentation for all issues
  • Identify frequently occurring issues and coordinate with Product Development\Infrastructure teams as needed
  • Work with all departments to facilitate issue resolution of problems elevated by our Technical Resolution Team or other internal teams
  • Monitor aging escalations.
  • Review escalated issues to identify trends and communicate
  • Execute projects assigned by Management
  • Documentation and training participation when needed
  • Provide recommendations for improving existing processes and procedures
  • Organize conference calls between multi parties
  • Strong awareness of knowing when to escalate internally to managment
  • Consistently model the highest levels of team work and professionalism
  • Learning and staying up to date with product releases and environment changes
  • Participate in on call rotations
  • Work under minimal supervision
  • Always keeping a can do attitude and willingness to help others

Requirements:

  • Strong troubleshooting skills with the ability to be dynamic and adapt
  • Experience working on call rotations
  • Must work well in a team environment
  • Fast learner is a must
  • Experience working in an enterprise environment of a least 100 servers
  • 5+ years’ experience with Microsoft business class operating systems
  • 5+ years Microsoft SQL Server experience or other database applications
  • Prior experience with Microsoft SQL query language and performance troubleshooting
  • Prior experience with UltiPro HCM /Payroll product knowledge or other payroll/ HR systems preferred
  • Experience working with linux systems is a plus
  • Prior shell or scripting experience is a plus
  • Prior experience working with VMware
  • Prior experience supporting Web based applications
  • Prior experience working in a Cloud/SaaS environment
  • Working knowledge of client/server applications
  • Working knowledge of network technologies
  • Ability to multi-task
  • Highly motivated at achieving results
  • Comfortable managing multiple, high-priority issues simultaneously
  • Strong decision-making ability
  • Strong oral and written communication skills
  • Excellent organizational and time management skills
  • Able to set and manage expectations
  • Takes initiative to learn and develop

Education/Certification/License:

  • Bachelor’s Degree or equivalent; MIS, CIS, or Business Administration preferred
  • MCSE/MCDBA Preferred
  • Certified Support Professional (CSP) recommended

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