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Sr Technical Support Technician

General Information

Ref #:


Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time


Lowell - Massachusetts - United States

Description & Qualifications


The Sr Technical Support Technician is expected to deliver quality, comprehensive technical support on UKG Integration products to a variety of end users across diverse industries. As an integration product specialist, the technician is expected to develop their product knowledge through training, documentation use and hands on customer case experience.

• Develop and maintain in-depth product knowledge on UKG Integration related products
• Develop a solid base of general product knowledge on UKG products and additional designated modules
• Utilize technical abilities to prioritize support issues and respond appropriately to multiple critical situations
• Provide expertise as the internal escalation point for support of UKG Integration products
• Research application questions by setting up environments, scenarios and testing the application
• Troubleshoot, analyze, solve as well as document complex customer issues
• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for engineering review
• Keep Salesforce Service Cloud case notes up to date and accurately record problem statements, troubleshooting efforts, results, and next steps with timeframes to be taken, along with actual time worked
• Analyze customer configurations and time out of the box to resolve and/or find a work around or alternative solution
• Log product deficiencies in UKG defect tracking system and work with engineering to pursue acceptable resolutions
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
• Effectively communicate product issues to the customer and UKG engineering enabling timely solution while maintaining customer satisfaction
• Interaction with the Integration Product Specialist team and other teams within the organization is encouraged to share skills and assist other resources with questions


• Minimum of 3 years of Customer Service experience, preferably with a background in enterprise software support with an integration focus
• Bachelor’s Degree in a Computer Science or similar training required
• Strong troubleshooting skills, the ability to clearly isolate product anomalies and strong written and verbal communication skills
• Experience with SQL queries including evaluating and writing store procedures and custom views
• Experience with XML
• Knowledge and understanding of computer system applications
• Must be able to prioritize tasks and foster a team atmosphere in a busy technical support environment; Well organized, flexible, and able to manage many details
• Work well in a fast-paced time sensitive environment
• Experience with the UKG Integration Products and other UKG Products preferred
• Experience with Dell Boomi and Graphical Programming Language a plus

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