Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. As a Customer Experience (CX) Center Support Engineer, you’ll be responsible for providing Root Cause Analysis and triaging critical customer situations. The Support Engineer will help Premium customers on their critical situations and important technical or functional impacts on their UKG end-to-end solutions. The Support Engineer will deliver end-to-end high standard services, guidance, and support for our premium and strategic customers. You will collaborate with key stakeholders across the business to deliver and support innovative and high-quality customer specific proactive checks and provide support to the delivery of Premium Services and Support. The core competence for the Support Engineer will be to provide technical support, diagnosing and troubleshooting UKG solution and integration problems. You will create requirements, build, test, and create documentation that supports the rollout of proactive checks, tools, and methods in collaboration with other Customer Experience (CX) teams. The Support Engineer will need to fully understand the customers solution and business and define adequate customer engagement to ensure customers meet their business requirements in all segmentations (Enterprise, Small and Middle business and customers). Key Responsibilities: • Manage and evaluate critical situations including review and sign-off of action plans for all critical customer situations. • Handling vague customer situations. • Elaborate and sign-off on de-escalation plans. • Evaluation of customer solutions and provide specific direction needed on high priority issues for resolution and future prevention. • Assist with providing updates on customer status to senior management. • Ensure management of strategic customer delivery on software related services and ensure the quality of the customer engagements. • Execute on the CX Strategy to drive growth, best practices, margin increases, and customer overall satisfaction. • Develop and execute a comprehensive, transformation roadmap that aligns with Global Services vision, mission, strategic objectives and operational risks/issues. • Performs other duties and responsibilities as assigned. • Demonstrates a premium level of enthusiasm for technology enabled business advancements, clearly articulating to the customer current technology trends including AI, Integration and newest UKG features. • Establish and maintain standards, methodologies, tools, templates and best practices for Premium delivery, and Premium Customer Service. • Develop mechanisms of factory deliveries and automation models to achieve quick time to value for UKG customers. • Long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG Solutions. Basic Qualifications: • Bachelor’s Degree in Computer Science, STEAM related field or other relevant combination of training and experience • 5+ years in a Solution and Software Support for Cloud solutions • SQL, Python, or C++ experience • 5+ years of experience in providing solution and leading customers to execute on multiple, critical projects simultaneously • Ability to travel up to 50% Preferred Qualifications: • Proven records on Root Cause analysis, Diagnosis and Solutioning • Proven records on latest technologies AI, Data, Integrations and cross technologies • Excellent problem solving, collaboration, and communication skills • Proven track record of delivering results in complex and dynamic environments, with a focus on customer-centricity, quality, and efficiency • Long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG solutions. Where we’re going UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! 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 UKGCareers@ukg.com It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.