Senior Technical Support Engineer

4 days ago


Macquarie Park, Australia UKG Full time

About UKG


With over 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world.


We are a team of innovators and experts on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.


Your Role


As a Senior Technical Support Engineer, you will play a key role in providing expert-level technical support to our customers, ensuring they get the most out of our workforce management solutions.


About the Job


This is a highly rewarding role that requires a deep understanding of web technologies, relational database management systems, and CRM solutions. You will be responsible for:



  • Developing in-depth product knowledge on UKG ProWFM and learning how to recognize and effectively troubleshoot complex issues
  • Researching application questions by setting up scenarios and testing within the application
  • Troubleshooting, analyzing, and solving complex customer issues utilizing documentation, knowledge base, bug tracking system, and senior team members expertise
  • Analyzing customer configurations and thinking 'outside the box' to resolve and/or find an appropriate alternate solution
  • Fully documenting all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
  • Providing technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
  • Identifying more technical complex issues for escalation to senior Technical Support staff

What We Offer


We offer a competitive salary of $85,000 - $110,000 per year, depending on experience, plus a range of benefits including:



  • A comprehensive health insurance package
  • A retirement savings plan
  • A generous paid time off policy
  • Ongoing training and development opportunities

Requirements


To be successful in this role, you will need:



  • A minimum of 3 years of experience in a Customer Support Center function, preferably in a software industry environment
  • Intermediate-level competency in web technologies, relational database management systems, and CRM solutions
  • The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision
  • Excellent communication and interpersonal skills
  • A track record of accomplishment and effectiveness within organizations
  • Strong verbal and written English skills

Why Join UKG?


UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We believe in creating a work environment that is inclusive, respectful, and supportive of all employees, regardless of their background, culture, or identity.


Please note


We are unable to sponsor visas for this position.



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