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.

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.

Role Overview

We are looking for a highly analytical and customer-focused Product Support Representative III to manage complex Level 2 support cases within a structured, tiered environment. This role requires strong troubleshooting capability, ownership mindset, and the ability to independently investigate and resolve cross-functional system issues.

As a senior individual contributor, you will serve as a functional Subject Matter Expert (SME), lead complex technical troubleshooting, mentor peers, and collaborate across teams to improve customer outcomes and product quality.

Candidates with HCM experience (US Payroll, Time & Labor, HR systems) are preferred. However, experienced L2/L3 enterprise application support professionals with strong root cause analysis skills and willingness to learn HCM are encouraged to apply.

Primary Responsibilities

Advanced Case Ownership

Independently manage and resolve complex Level 2 (L2) support cases.

Take end-to-end ownership of issues from investigation through resolution.

Manage high-impact customer situations by providing timely updates, setting expectations, and driving resolution.

Communicate clearly, confidently, and professionally with customers.

Structured Troubleshooting & Root Cause Analysis

Apply systematic troubleshooting methodologies.

Perform comprehensive root cause analysis across configuration, data, configuration & integration related and application behavior to identify sustainable solutions.

Determine the most effective troubleshooting approach for ambiguous or high-complexity issues.

Minimize unnecessary escalations.

HCM & Cross-System Analysis

Analyze and validate issues related to Payroll, Time & Labor, HR data, and Benefits modules.

Understand interdependencies between employee data, time calculations, payroll processing, and deductions.

Provide clear explanations and guidance to customers based on findings.

Collaboration & Continuous Improvement

Partner with cross-functional teams.

Document troubleshooting clearly.

Contribute to knowledge sharing.

Identify recurring issues and recommend improvements to support processes, knowledge articles, or product quality.

Technical Leadership

Serve as a Subject Matter Expert (SME).

Mentor junior analysts through case guidance and knowledge sharing.

Collaborate with other internal teams on cases and ensure the cases are tracked to closure.

Required Qualifications

3+ years of hands-on experience in HCM application support (Payroll, Time & Labor, HR preferred),

OR

4–5 years of experience in a tiered L2/L3 enterprise application support environment with demonstrated expertise in complex troubleshooting and root cause analysis.

Strong analytical and problem-solving skills with the ability to independently investigate issues

Experience working in an SLA-driven support environment.

Excellent verbal and written communication skills.

Demonstrated ability to mentor peers, contribute to knowledge sharing, and collaborate effectively across cross-functional teams.

Work Model & Shift Requirements

Flexible to work in rotational evening shifts with start times of 6:30 PM and 8:30 PM, based on business requirements.

During probation you are required to work from the office for all 5 days.

Ability to work in a hybrid model (minimum 3 days in office), with flexibility to support 5 days in-office during peak operational cycles or as organizational needs evolve.

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 [HIDDEN TEXT]