Product Support Representative III
Core
Senior individual contributor managing complex Level 2 support cases for a workforce operating platform, focusing on troubleshooting, root cause analysis, and mentoring peers.
Role type
Senior IC Product Support Representative (L2/L3)
Builds
Customer outcomes and product quality for workforce management systems
Domain
HR Technology / HCM (Human Capital Management)
Required skills
Advanced troubleshooting, Root cause analysis, Cross-functional collaboration, SLA management, Knowledge sharing, Mentoring, Data analysis, Payroll/Time & Labor domain knowledge, Communication
Preferred skills
HCM experience (US Payroll, Time & Labor, HR systems), Enterprise application support experience
Technologies
HCM systems, Payroll systems, Time & Labor systems, HR data modules
Responsibilities
Independently manage and resolve complex Level 2 support cases, Perform comprehensive root cause analysis across configuration and data, Analyze and validate issues related to Payroll, Time & Labor, and Benefits modules, Mentor junior analysts through case guidance, Document troubleshooting and contribute to knowledge sharing, Partner with cross-functional teams to track cases to closure