Skip to content

Lead Technical Support Engineer

General information

Location:

Lowell - Massachusetts - USA, Maitland - Florida - USA

Function:

Customer/Technical Support

Ref #:

20210020199

Description & Requirements

Description

Lead Technical Support Engineer will provide expertise as the internal escalation point for support for infrastructure and technology issues related to the deployment of the Kronos application for hosted KPC and Premised based customers.

Other responsibilities will include the following customer/site related tasks:
• Troubleshoot, analyze and solve complex customer issues
• Understand and configure software interfacing products
• Effectively communicate product issues to the customer & UKG engineering enabling timely solution while maintaining customer satisfaction.
• Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding UKG applications
• Create and conduct training and/or knowledge sharing sessions to enhance team performance
• Provide mentorship and assistance with issue resolution to fellow team members when needed
• Integrate the KCS methodology into the diagnostic, resolution and documentation phases of casework; Responsibilities include accurate use and linkage of existing articles in case resolution, editing existing content when appropriate, and creating new content as necessary
• On call availability if needed

Qualifications

Please note: We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas for these specific positions.

• Bachelors Degree in a Computer Science or similar training required
• 5+ years of Customer Service experience, preferably with a background in enterprise software support
• Advanced working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Experience supporting or using Kronos products, in Windows and/or UNIX environments
• Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support Kronos installations, including creating required table spaces, security, and performance tuning parameters
• Previous SQL scripting, system administration, and network administration experience a plus
• Ability to document complex technical cases and communicate requirements both verbally and in writing
• Ability to manage multiple tasks independently and successfully with little or no direct supervision

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

Apply