Sr Principal Technical Support Engineer

Overview

Provides advanced technical support to UKG customers in India and Australia across multiple UKG products, resolving complex issues and developing product expertise.

What you'll do

• Provide technical support to customers across UKG products.
• Monitor the support queue and handle cases.
• Resolve customer issues within required SLAs.
• Analyze and troubleshoot complex product issues.
• Research application questions by testing scenarios.
• Replicate customer scenarios for configuration solutions or Engineering review.
• Document case activities and update knowledge base articles.

What you'll need

• 10 to 14 years of IT experience.
• At least 2 years of support experience in a Customer Support Center function.
• Experience with UKG products.
• B.E., B.Tech, MCA, M.Sc, or MBA qualification.
• Knowledge of Java/XML, MS IIS, HTML, Java, and Microsoft operating systems.
• Knowledge of Oracle or SQL databases, SQL scripting, and networking technologies.
• Strong verbal and written English skills.

Nice to have

• UKG Product, Dell Boomi, or other HCM product certifications.
• Experience with CRM solutions such as Salesforce.
• Experience in both small and large B2B companies.

Details

• Work schedule is Monday to Friday, 9:30 A.M. to 6:30 P.M. IST.
• Work from the Bangalore office three times per week.
• Weekend, public holiday, and after-hours support may be required.