Join us as a Senior Technical Support Engineer on a 12-month fixed-term contract and you'll be at the forefront of our service offering to customers of varying sizes across diverse 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 you'll work within a global team of passionate Support Engineers. This role is based in Sydney NSW and offers a flexible hybrid working model. 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 Replicate 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 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 An understanding of web technologies such as Java/XML, MS IIS, HTML Familiarity with Oracle or SQL relational database management systems and SQL scripting Java Microsoft Operating systems Networking technologies Experience with CRM solutions such as Salesforce 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 24x7 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 Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence.
