The Integration Engineer (Solutions Support Specialist) will be an integral part of our customers' journey from before they purchase our product, all the way through to our Post Go-Live services. As part of the US Operations team, and the overall Global Customer Care Team, your daily functions include acting as a technical SME for the more functional teams, as well as processing tickets from a queue-based system which can range from advanced technical troubleshooting of escalated tickets, to processing service tasks, and most importantly to maintaining system uptime. As part of this high performing, fast-paced, and super fun team committed to solving complex issues, you will be presented with many opportunities to learn and grow, both technically and personally.
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers
Working autonomously on internal SaaS solutions, you will find that the experience gained as part of this cross-functional team is both priceless and incomparable. As the liaison between Product R&D, Product Management, Implementation team, Customer Care, and Level 1 Support team globally, you will gain satisfaction from providing in depth product knowledge and innovative solutions that will only further serve to strengthen the relationship between us and our customers.
Demonstrate solid understanding of SaaS environments and appreciation of Uptime and Service Level Agreements (SLA) in a tech and/or internet-based environment
Possess strong working knowledge of production environments
Adept at dealing with sensitive data and proficient in providing and maintaining high client service standards
Display exceptional organizational skills and have a high-risk consideration of implications of any changes made on the systems.
The different areas of expertise we are looking for are:
Bug analysis: Qualify and analyze issues from Level 1 support and escalate to Product R&D and Product Management
Incident management: Address system alerts in a timely manner in order to ensure that Service Level Agreements are adhered to
Administrative tasks: Execute and industrialize some administrative tasks to meet customer needs
Integration projects: Be responsible for setting up systems to integrate with client systems (data feed, HRIS integration, data orchestration, data ingestion)
Knowledge, Skills, and Abilities:
3+ years of experience with Linux-based software stacks
2+ years experience with Web Programming
Organizational skills and a curious mindset
Experience in troubleshooting production issues
Ability to create and manage documentation
Knowledge of monitoring technologies (Datadog, Sentry, ...)
Significant experience in basic networking protocols, including TCP/IP, HTTP, SFTP, DNS
Python or Groovy scripting experience preferred
APIs experience preferred
Experience with JIRA or a similar ticketing system preferred.
MySQL or PostgreSQL experience preferred.
Experience, Education, Certification, License and Training
Bachelor's Degree in a Computer related field preferred
There are no unique physical requirements
Less than 10% per year
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
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