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Sr Technical Support Engineer

General Information

Ref #:

20220025818

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Weston - Florida - United States

Description & Qualifications

Description

UKG is looking for a passionate Technical Support Engineer to join our team in Weston FL. In this role, your main responsibility will be functionally understanding customer problems, and driving overall resolution of customer-impacting technology issues whether by independently resolving them or collaborating with others inside and outside of our team. You will work on the Talent Acquisition Team and stay on the cutting edge of technology while working alongside our product, development, and infrastructure teams. You will be challenged daily by driving complex issues to resolution and expected to handle difficult/sensitive situations in a professional, timely, and thorough manner. This role plays a huge part in the success of our team providing world-class technical support to our customers. In addition to resolving technical issues, this position may be responsible for acting as the communication liaison with the customer to ensure customers’ needs are satisfied. The ideal candidate will be able to reference existing documentation, create new high-quality documentation when needed, possess strong trouble-shooting skills with the persistence to pursue solutions that may be complex or rely on other teams. They will be able to communicate well with the team as well as our customers.


Responsibilities:

• Provide the highest level of technical support working directly with internal and external customers to resolve problems and identify root causes.
• Handle the coordination, organization, prioritization, and documentation of many cases: organizing conference calls between multiple parties (clients, other teams, etc.) and identifying frequently occurring issues.
• Provide recommendations for improving existing processes and procedures.
• Consistently model the highest levels of teamwork and professionalism and know when to escalate internally to management.
• Learning and staying up to date with product releases and environment changes.
• Work under minimal supervision and participate in on-call rotations including after-hours work.
• Always keeping a can-do attitude and willingness to help others.
• Clearly documenting and articulating the root cause of issues and resolutions to customers both verbally and written when required.
• Participate in detailed and at times difficult conversations with customers regarding technical issues. A customer’s orientation may or may not be technical.

Qualifications

• Prior experience working with Web-based applications in a Cloud/SaaS environment
• Working knowledge of client/server applications and network technologies and able to read and work with C#, Javascript is a PLUS
• Kibana, Grafana, Kubernetes, Docker, GCP, MongoDB, RabbitMQ experience is a PLUS
• Comfortable managing multiple, high-priority issues simultaneously
• Strong decision-making and problem-solving ability
• Excellent organizational and time management skills
• Proven ability to communicate effectively with internal and external stakeholders and clients
• Bachelor’s degree in Computer Science or Management Information Systems, or equivalent work experience.

Company 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.

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