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.

Job Summary:
As a Product Support Representative IIII at UKG, you will leverage your deep technical expertise and problem-solving skills to tackle the most complex customer issues. This senior-level role requires advanced troubleshooting capabilities, leadership in mentoring and guiding team members, and a proactive approach to process improvements. As a recognized subject matter expert, you will play a crucial role in shaping best practices, collaborating across departments, and ensuring the highest level of customer satisfaction.

Key Responsibilities:
• Serve as an expert resource for the support team, providing guidance on highly complex cases and escalations.
• Troubleshoot and resolve advanced technical issues, leveraging deep knowledge of configurations across multiple modules.
• Take ownership of critical system-wide issues, collaborating with cross-functional teams to drive resolution.
• Define, recommend, and implement process improvements to enhance workflow efficiency and customer experience.
• Act as a mentor and coach to Tier 1 and Tier 2 team members, fostering a culture of autonomy and professional growth.
• Maintain a strong relationship with other departments, participating in cross-functional initiatives and product enhancements.
• Stay up to date with product releases, coaching the team on new features and best practices.
• Champion a global support mindset, ensuring decisions and actions align with the diverse needs of customers worldwide.
• Provide expert-level consultation to clients, advising on best practices, new functionality, and optimization strategies.
• Fully train and become proficient in at least two modules, demonstrating a comprehensive ability to troubleshoot and resolve issues.

Required Qualifications:
• A bachelor’s or associate’s STEM degree OR a minimum of 3+ years of experience in a technical support SaaS environment.
• Extensive expertise in troubleshooting complex system configurations and resolving advanced technical issues.
• Strong leadership skills with experience mentoring and guiding support team members.
• Excellent problem-solving abilities, with a proactive approach to identifying and resolving inefficiencies.
• Exceptional communication skills, with the ability to collaborate across teams and present solutions clearly.
• Participate in the On-Call rotation(Includes Weekend)

Preferred Qualifications:
• Expertise in HR, Payroll, or Timekeeping applications.
• Advanced knowledge of relational databases (Oracle, SQL) and scripting.
• Prior experience in a Tier 3 or senior-level escalation support role.
• Proven ability to lead process improvements and cross-functional projects.
• Familiarity with global support considerations and regional customer needs.
• Speaks Portuguese(preferred)

Join UKG, where your expertise will drive solutions, mentor future leaders, and shape the future of customer support. If you thrive in solving complex problems, leading process improvements, and making a lasting impact, we’d love to hear from you!

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!

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

The pay range for this position is $50,400.00 to $72,400.00, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers