Lead Technical Support Engineer

As a Technical Support Engineer at UKG, you will play a crucial role in providing product technical support to UKG Australia customers across various UKG products. Your responsibilities will include: - Working from Monday to Friday, 4:30 A.M. to 1:30 P.M. IST initially from home, and later from the Pune office. - Monitoring the support queue, picking cases, and ensuring timely resolutions by strictly following SLAs. - Utilizing knowledge base articles, collaborating with product engineering, and consulting senior team members when needed to solve customer issues. - Analyzing and resolving complex customer issues of UKG products such as UKG Pro WFM, Integrations, BIRT Reports, Universal Device Manager, and UKG Terminals. - Developing in-depth product knowledge on UKG ProWFM and effectively troubleshooting different focus areas of the application. - Researching application questions, replicating customer scenarios, and thinking creatively to find appropriate solutions. - Fully documenting all activities, interactions, and next steps throughout the lifecycle of a case following UKG standard support process. - Creating and updating knowledge base articles to enhance the UKG knowledge base. - Being available for support during weekends, public holidays, and after-hours based on business needs. Qualifications required for this role include: - B.E / B.Tech graduate with 5 to 8 years of IT experience. - Experience in the software industry, particularly in WFM and/or HCM environments with at least 2 years of support experience. - Prior experience in supporting international customers and knowledge of UKG products are highly desirable. - Certification on UKG Products, Dell Boomi, and other HCM product certifications is an advantage. - Intermediate competency in technologies such as Java/XML, MS IIS, HTML, Oracle or SQL relational database management systems, SQL scripting, Java, Microsoft Operating systems, networking technologies, and CRM solutions like Salesforce. - Strong operational statistical analytical ability and the ability to manage multiple tasks with minimal supervision. - Experience in both small and large companies in a B2B environment is desirable. - Track record of accomplishment and effectiveness within organizations. - Ability to remain focused with attention to detail, translating business issues into appropriate outcomes. - Excellent verbal and written English skills are essential. In addition to your role, UKG is the Workforce Operating Platform that leverages workforce insights and people-first AI to build trust, amplify productivity, and empower talent for organizations across different industries. As an equal opportunity employer, UKG is committed to promoting diversity and inclusion in the workplace. If you require disability accommodation during the application and interview process, please email UKGCareers@ukg.com.,