Sr Principal Technical Support Engineer

Ukg-6; Bengaluru; On-site; INR 4,500,000 - 7,500,000; Full time

Benefits offered by this job

On-site Bangalore office

Learning & development

Competitive compensation

Job summary

UKG is seeking a Sr Principal Technical Support Engineer to provide expert product technical support to UKG India and Australia customers from Bangalore. You will manage the support queue, adhere to SLAs, and collaborate with product engineering to resolve complex issues across UKG Pro WFM, BIRT Reports, and related products.

The role requires 10–14 years in IT, strong English communication, and willingness to work on-site at the Bangalore office with occasional after-hours support.

Qualifications

• 10 to 14 years of IT experience.
• Experience in the UKG Products with significant related working experience in a Customer Support Center function, with at least 2 years of support experience.
• Certification on UKG Products, Dell Boomi, and Other HCM product certifications is an advantage.

Responsibilities

• Provide product technical support to UKG India and Australia customers across various UKG products.
• Working hours will be from Monday to Friday, 9:30 A.M. to 6:30 P.M. IST. Weekly thrice should be coming to Bangalore office.
• Monitor the support queue and pick the cases.
• Ensure timely resolutions are provided by strictly following SLAs.
• Use knowledge base articles, collaborate with product engineering, and consult senior team members when needed in solving the customer issues.
• Analyze and resolve complex customer issues of the below UKG products: UKG Pro WFM, BIRT Reports, Universal Device Manager, UKG Terminals.
• Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.

Skills

Customer support leadership

UKG product knowledge

English communication

Multi-tasking

B2B experience

Problem solving

Education

BE/B.Tech / MCA / MSc / MBA

Tools

Salesforce CRM

SQL

Oracle DB

Excel

Dell Boomi

XML/Java basics

Job description

Job description Company and benefitsJob IDSRPRI020052Employment TypeRegularWork Styleon-siteLocationBangalore,INKA,IndiaRoleSr Principal Technical Support EngineerWhy UKG:At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.Qualification:• Must be a B.E / B.Tech / MCA/ M.Sc / MBA graduate• 10 to 14 years of IT experience.• Experience in the UKG Products with significant related working experience in a Customer Support Center function, with at least 2 years of support experience.• Certification on UKG Products, Dell Boomi, and Other HCM product certifications is an advantage.• Should have sound knowledge on 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.• Track record of accomplishment and effectiveness within organisations.• Ability to remain focused with a solid attention to detail.• Ability to translate business issues into appropriate outcomes.• Strong verbal and written English skills are essential.• You will understand our UKG Global Job Architecture career matrix profile for Global Support Technical Support Engineering. This role is expected to be fulfilled in a LEARNING capacity.Job Description:• Provide product technical support to UKG India and Australia customers across various UKG products.• Working hours will be from Monday to Friday, 9:30 A.M. to 6:30 P.M. IST. Weekly thrice should be coming to Bangalore office.• Monitor the support queue and pick the cases.• Ensure timely resolutions are provided by strictly following SLAs.• Use knowledge base articles, collaborate with product engineering, and consult senior team members when needed in solving the customer issues.• Analyze and resolve complex customer issues of the below UKG products.o UKG Pro WFMo Integrationso BIRT Reportso Universal Device Managero UKG Terminals• Develop in-depth product knowledge on UKG ProWFM and learn how to recognize and effectively troubleshoot the different focus areas of the application.• Research application questions by setting up scenarios and testing within the application.• 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 as per UKG standard support process.• Create and update knowledge base articles when required to help improve UKG knowledge base articles.• Be available for support during weekends, public holidays, and after-hours as per business needs.Company Overview:UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.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 in the Application and Interview ProcessFor individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail] ON HIRING SCAMSUKG will never ask you for a copy of your driver’s license, social security card, or passport during a job interABOUT OUR JOB DESCRIPTIONSAll job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.