Sr Product Support Representative

UKG; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

UKG is seeking a Sr Product Support Representative to handle the most complex Level 2 cases within a structured support environment. You will act as an SME, guiding investigations across Ready product areas and collaborating with Engineering, Product Management, and QA to improve product quality and support efficiency.

The role emphasizes advanced case ownership, deep troubleshooting, and cross-system expertise, including Payroll, HR, Time, Benefits, and related components.

Qualifications

• 5–7 years of experience in L2/L3 enterprise application support.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience supporting enterprise SaaS applications in an SLA-driven environment.
• Excellent verbal and written communication skills.

Responsibilities

• Independently manage and resolve the organization's most complex Level 2 support cases.
• Own customer issues from investigation through resolution.
• Lead technical resolution of high-impact escalations involving multiple systems or product areas.
• Communicate effectively with customers while providing clear expectations and timely updates.
• Partner with Product Management, Engineering, QA, and Escalation teams to resolve complex customer issues.

Skills

Troubleshooting

Analytical

L2/L3 support

Communication

SaaS

Job description

Why 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.

Role Overview

We are looking for a highly analytical and customer-focused Sr Product Support Representative to manage the most complex Level 2 support cases within a structured, tiered support environment. As a senior individual contributor, you will serve as a recognized Subject Matter Expert (SME), leading complex technical investigations across multiple Ready product areas. You will independently resolve high-impact customer issues, collaborate closely with Engineering, Product Management, and QA, and identify opportunities to improve product quality, troubleshooting practices, and operational efficiency. Experience with US HCM (Payroll, Time & Labor, HR, Benefits) is preferred. Candidates with strong L2/L3 enterprise application support experience and exceptional troubleshooting skills are also encouraged to apply.

Primary Responsibilities

Advanced Case Ownership

• Independently manage and resolve the organization's most complex Level 2 support cases.
• Own customer issues from investigation through resolution.
• Lead technical resolution of high-impact escalations involving multiple systems or product areas.
• Communicate effectively with customers while providing clear expectations and timely updates.

Advanced Troubleshooting & Root Cause Analysis

• Perform deep technical investigations using structured troubleshooting methodologies.
• Conduct root cause analysis across application configuration, integrations, system behavior, and product functionality.
• Identify product defects, recommend preventive actions, and minimize unnecessary escalations.
• Drive cross-functional technical investigations to deliver sustainable solutions.

Product & Cross-System Expertise

• Serve as a Subject Matter Expert (SME) for one or more Ready product modules.
• Maintain working knowledge across multiple Ready modules to troubleshoot end-to-end customer scenarios.
• Analyze interactions between Payroll, HR, Time, Benefits, and related system components.
• Provide expert technical guidance based on investigation findings.

Cross-Functional Collaboration & Continuous Improvement

• Partner with Product Management, Engineering, QA, and Escalation teams to resolve complex customer issues.
• Produce clear technical documentation and contribute to knowledge management.
• Identify recurring trends and recommend improvements to product quality, support processes, automation, and knowledge resources.
• Participate in initiatives that improve troubleshooting effectiveness and operational efficiency.

Technical Leadership

• Serve as the technical escalation point for complex product issues.
• Share technical expertise and best practices through documentation, knowledge sharing, and collaborative problem solving.
• Support cross-functional teams by providing technical guidance during complex investigations.
• Influence technical outcomes through expertise and data-driven analysis.

Required Qualifications

• 5–7 years of experience in L2/L3 enterprise application support.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience supporting enterprise SaaS applications in an SLA-driven environment.
• Excellent verbal and written communication skills.

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 Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [e-mail]