Sr Technical Support Engineer in Sydney, Australia

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started.

The UKG Services team is a leading provider of workforce management (WFM) and human capital management (HCM) solutions. Our comprehensive suite of services includes implementation, consulting, training, and support. All designed to help organisations optimise their workforce strategies and achieve operational excellence.

At UKG, you get more than just a job. You get to work with purpose. We are committed to delivering innovative solutions that empower businesses to manage their most valuable asset—people.

About the role

Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Join us as a Senior Technical Support Engineer and you’ll be at the forefront of our service offering to our customers across diverse sizes and 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 long-term development opportunities across our business.

You’ll work within a team of passionate Support Engineers and will have opportunities to grow your career within the Global Support team. 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.

• Replication 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.

• Identifying more technical complex issues for escalation to senior Technical Support staff.

• Provide weekend, public holidays cover and after hour 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:

o An understanding of web technologies such as Java/XML, MS IIS, HTML.

o Familiarity with Oracle or SQL relational database management systems and SQL scripting.

o Java.

o Microsoft Operating systems.

o Networking technologies.

o Experience with CRM solutions such as Salesforce.

o Solid Operational statistical analytical ability using applications such as Excel etc.

• 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 24×7 support operations and with teams across multiple locations is essential.

• Ability to remain focussed 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.

Where we’re going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.     

Disability Accommodation 

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

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.