Technical Support Engineer

Description du poste:


Job description

UKG (Ultimate Kronos Group) delivers HCM, payroll, HR service delivery, and workforce management solutions to drive better business outcomes, improve HR effectiveness, and create a more connected experience for everyone.

Here at UKG, “Our Purpose Is People”. UKG combines the strength and innovation of PeopleDoc (HRSD), Ultimate Software, and Kronos, uniting three award-winning, employee-centered cultures. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 14,000 employees around the globe and is known for its inclusive workplace culture. The company serves more than 50,000 customers across 165 countries!

The HR Service Delivery platform (formerly known as PeopleDoc) helps HR teams more easily answer employee requests on demand, automate employee processes, across multiple locations. HRSD serves more than 1000 clients with employees in 180 countries in 12 languages.

Your role:

We are constantly working on improving our support & integration for our customers to maintain a high level of service experience. In order to provide the utmost quality responses, HRSD (ex PeopleDoc) is looking for a Technical support Engineer to join our international team to help us meet our expanding client expectations on software integration and implementation and to maintain the availability of the service in accordance with the contractual SLAs.

You will also provide technical analysis when issues are reported in order to either directly solve them or to escalate them to product and development teams with the required information.
You understand how our different solutions are interconnected with each other and with third parties.

You will join a high performing, fast-paced and quite fun team committed to solve complex issues, learn and improve constantly personally and technically.
You will have the opportunity to work autonomously on an internal SaaS solution, designed and developed in France. And of course, a lot of room to grow your skills and experience along with the company!

What will you do:

  • Provide technical support to customers (3rd level).
  • Analyse date including various logs, traffic trace and configuring data.
  • Perform complex task and validate technical solutions
  • Participate in an on-call rotations to provide coverage during off business hours, analyse and manage operational incidents under time constraints (incident analysis, diagnosis and resolution of incidents)
  • Provide real-time monitoring and improve proactive monitoring
  • Integrate technologies, processes, tools, and methodologies to SaaS Operations services (procedures, application management tools, monitoring and more)
  • Improve technical level of the whole team in coordination with managers
  • Write , update and validate technical documentation
  • Participate in transversal projects

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