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Senior Technical Support Technician

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Tampa - Florida - United States

Description & Qualifications


Integrate the Knowledge-Centered Service (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.

•Develop in-depth product knowledge on UKG Workforce Products
•Utilize your technical ability to prioritize support issues and respond appropriately to multiple critical situations
•Manage difficult customer issues effectively and professionally, seeking help from management, as appropriate
•Research application questions by setting up scenarios and testing the application
•Trouble shoot, analyze and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and support staff
•Replicating customer scenarios for configuration/environmental solutions and /or readying the issue for engineering review
•Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
•Recreating, tracking and verifying product deficiencies in UKG bug tracking system and work with engineering to pursue acceptable resolutions


•Bachelor’s degree or equivalent in Computer Science or related field with 5 plus years experience in customer support working with enterprise size applications and client/server and/or Web Based technologies is desired
•Working knowledge of PC's, operating systems, web technologies and a demonstrated ability to troubleshoot complex technical problems
•Strong knowledge of SQL scripting and database experience with MS SQL and Oracle platforms is desired
•Highly motivated with excellent written & oral skills; capable of producing comprehensive clear documentation
•Demonstrated ability to be creative, flexible and work independently
•Strong customer focus including satisfying internal and external customer demands and needs in a timely manner
•Knowledge of Technical writing processes a plus
•Available for On-Call service
•Available to work second shift as needed
•Ability to speak Spanish is a plus
•Must be willing to work onsite at Tampa facility 2-3 days/week

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

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 or please call 1 (978) 250 9800.