Sr Technical Support Engineer

Join to apply for the Sr Technical Support Engineer (12 month Fixed Term Contractor) role at UKG.

Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. Read on to learn more about the role and the team.

At UKG, you get more than just a job. You get to work with purpose. Our team is on a mission to inspire every organization to become a great place to work through our award-winning HR technology. We offer benefits that help you thrive personally and professionally, including wellness programs, tuition reimbursement, and a customizable expense reimbursement program. We value every voice and support you in doing the best work of your career. If you're passionate about our purpose — people — then we can't wait to support whatever gives you purpose.

What You'll Do and Who You'll Work With

Join us as a Senior Technical Support Engineer on a 12-month fixed-term contract and you'll be at the forefront of our service offering to customers of varying sizes across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector. The Senior Technical Support Engineer's primary role is to accept, troubleshoot and resolve technical cases for our Pro WFM SaaS customers while delivering a world-class customer experience.

Your keen interest in information technology alongside your superior communication skills will provide you with the innovative problem-solving skills you'll need to excel in this role. We offer a structured training plan and you'll work within a global team of passionate Support Engineers. This role is based in Sydney NSW and offers a flexible hybrid working model.

Your Responsibilities

• Develop in-depth product knowledge on UKG ProWFM and learn how to recognise and effectively troubleshoot the different focus areas of the application
• Research application questions by setting up scenarios and testing within the application
• Troubleshoot, analyze, and solve complex customer issues utilizing documentation, knowledge base, bug tracking system and senior team members' expertise
• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review
• Analyze customer configurations and think 'outside the box' to resolve and/or find an appropriate alternate solution
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
• Identify more technically complex issues for escalation to senior Technical Support staff
• Provide weekend, public holidays cover and after-hours service as needed to meet business requirements

Required Qualifications

• Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function, with at least 3 years of experience
• Intermediate level of competency within the following technologies:
  • An understanding of web technologies such as Java/XML, MS IIS, HTML
  • Familiarity with Oracle or SQL relational database management systems and SQL scripting
  • Java, Microsoft Operating systems and Networking technologies
  • Experience with CRM solutions such as Salesforce
  • Solid operational statistical analytical ability using applications such as Excel
• The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision
• Experience in both small and large companies in a B2B environment is highly desirable
• Excellent communications and interpersonal skills are essential
• Track record of accomplishment and effectiveness within organisations
• Experience in working in 24x7 support operations and with teams across multiple locations is essential
• Ability to remain focused with a solid attention to detail
• Ability to translate business issues into appropriate outcomes
• Strong verbal and written English skills are essential
• Bachelor's degree or equivalent Technical/Application support experience
• You will understand our UKG Global Job Architecture career matrix profile for Global Support Sr. Technical Support Engineering. This role is expected to be fulfilled in an OWNING capacity

It's Great, But Not Required If You Have

• Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com

Location: Sydney, NSW, Australia (Hybrid)

Employment type: Contract

Job function: Information Technology

Industries: Computer Hardware Manufacturing, Software Development, and IT Services and IT Consulting