Sr Product Support Representative
Core
Senior individual contributor managing complex Level 2 support cases and leading technical investigations for UKG's workforce operating platform.
Role type
Senior IC enterprise application support representative (HCM/SaaS)
Builds
Customer issue resolution and product quality improvements for UKG Ready products
Domain
HR Technology / Workforce Management / SaaS
Deliverable
client delivery
Required skills
L2/L3 enterprise application support, root cause analysis, technical troubleshooting, cross-functional collaboration, technical documentation, SLA management
Preferred skills
US HCM (Payroll, Time & Labor, HR, Benefits) experience, L3 support experience
Technologies
UKG Ready (Payroll, Time & Labor, HR, Benefits)
Responsibilities
Independently manage and resolve complex Level 2 support cases; Perform deep technical investigations and root cause analysis; Serve as Subject Matter Expert for product modules; Partner with Engineering and Product Management to resolve escalations; Produce technical documentation and identify process improvements.
Seniority
Senior, hands-on IC