Senior Technical Support Engineer

General Information

Ref #:

20230033428

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Weston - Florida - United States

Description & Qualifications

Description

HCM Security team is looking for that special individual who has a knack for bridging the gap between our customers' business problems and complex technical solutions. This position is focused on driving overall resolution of customer-impacting technology issues by both independently resolving technical issues and working with other groups outside of the Technical Resolution Team to drive overall customer satisfaction. In addition to resolving technical issues, this position is responsible for acting as the communication liaison between the customer and various departments within Ultimate Software to ensure customers' needs are satisfied.

• Provides technical support to internal and external customers, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex Pro Core software applications. • Responds to situations where first-line product support has failed to isolate or fix problems in our software or server environments. • Reports design, reliability and maintenance problems or bugs to product and development engineering. • Provides support to customer/users where the product is highly technical or sophisticated in nature. • At Support levels, may perform in-house servicing and repair of company products. • Diagnoses software and systems failures using established procedures. • Performs maintenance, testing and calibration of products. • Prepares reports for analysis of product failure trends and service ability issues.

Qualifications

Basic Qualifications:• Troubleshooting issues with customers, provide them with clear direction on how they can fix the issue on their own or escalating/reassigning the issue to the appropriate group for resolution. • The ability to clearly document and articulate the root cause of issues and resolutions to customers both verbally and written within the context of a customer service case. • Participate in detailed and at times difficult conversations with customers regarding technical issues where the customer's orientation may or may not be technical. • Strong troubleshooting skills with the ability to be dynamic and adapt • Experience working in an enterprise environment of a least 100 servers • 5+ years of experience with Microsoft business-class operating systems • 5+ years Microsoft SQL Server experience or other database applications • Prior experience with Microsoft SQL query language and performance troubleshooting • 5+ years Microsoft ADFS applications experience• PowerShell or scripting experience is a plus • Prior experience supporting Web-based applications • Prior experience working in a Cloud/SaaS environment • Working knowledge of client/server applications • Working knowledge of network technologies • Experience working on-call rotations

Preferred Qualifications• Ability to multi-task • Highly motivated at achieving results • Comfortable managing multiple, high-priority issues simultaneously • Strong decision-making ability • Strong oral and written communication skills

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

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.

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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 [email protected].