Skip to content

Technical Support Consultant

General Information

Ref #:

20220028755

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Atlanta - Georgia - United States, Branchburg - New Jersey - United States, Louisville - Kentucky - United States, Lowell - Massachusetts - United States, Maitland - Florida - United States, New York City - New York - United States, Santa Ana - California - United States, Scottsdale - Arizona - United States, Tampa - Florida - United States, Toronto - Ontario - Canada, Weston - Florida - United States

Description & Qualifications

Description

The Technical Support Consultant will be an integral part of our customers' journey from before they purchase our product, all the way through to our Post Go-Live services on the HR Service Delivery Team (UKG Pro Document Manager & UKG Pro PeopleAssist).


As part of this high performing, fast-paced, and super fun team, you will act as a technical SME for the more functional teams, executing on tasks that range from processing service tasks in support of on-boarding new clients, to maintaining system uptime and advanced technical troubleshooting of escalated tickets.



Key Responsibilities:

Working autonomously on internal SaaS solutions, you will find that the experience gained as part of this cross-functional team is incomparable. As the liaison between Implementation team, Customer Care, Level 1 Support team, Product Management, and Product R&D globally, you will gain satisfaction from providing in depth product knowledge and innovative solutions that strengthens the relationship between us and our customers.




Run Side

The Run side of the team works closely with Customer Care and Level 1 Support to identify bugs and/or escalate issues to our Product & Engineering teams.

This person will ensure our clients and their platforms are operating properly

Utilize monitoring tools like Data Dog, Pingdom as well as in-house developed tools to ensure the platforms are up and running

Use Linux Shell to correct system issues in a time sensitive environment and/or escalate incidents to final tier support when necessary while continuing to track issue(s) until completion

Draft detailed descriptions of reported or identified bugs and/or defects

Work collaboratively with Product Management and Product R&D to solve for bugs, as well as continuous improvement

Qualifications

Strong preference for someone who has experience in Python (or SQL), Linux and Linux-based software stacks

Strong technical troubleshooting skills and problem solving

Self-sufficient in reviewing, prioritizing, and triaging Jiras in queue

General understanding of integrations and APIs, and ability to investigate related issues

Experience in basic networking protocols, including TCP/IP, HTTP, SFTP, SAML, DNS preferred

Bachelor’s Degree in a Computer related field preferred

Knowledge of monitoring technologies preferred (Datadog, Sentry,GreenBeacon ...)

4+ years of experience in a technical support role

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.

Apply