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About the role
Role Overview: Join a high-performing support team responsible for delivering timely, accurate resolutions and exceptional customer experience. As a Technical Support Technician, you will troubleshoot complex client issues across UKG Pro and WFM products, with a strong focus on SQL-driven analysis and resolution. This is a handson technical role where advanced SQL skills are essential, and you will regularly engage with customers over live calls to diagnose issues and explain solutions. Key Responsibilities: - Troubleshoot and resolve customer issues using SQL and analytical skills - Investigate data, identify root causes, and validate system behavior - Manage customer communication via calls, email, and case tracking tools - Provide clear updates, action plans, and timelines to customers - Replicate issues using internal tools and environments - Collaborate with Engineering on product defects and escalations - Maintain accurate case documentation and follow SLAs - Contribute to knowledge base and team readiness Qualification Required: - Strong SQL expertise (mandatory): complex queries, joins, aggregations, troubleshooting datasets - Experience with MS SQL Server or similar databases - Excellent English communication skills, especially on customer calls - 35+ years in technical support (enterprise or SaaS environments preferred) - Strong troubleshooting and problemsolving skills - Ability to work in a fastpaced, metricsdriven environment Nice to Have: - Experience with APIs / Dell Boomi - Exposure to monitoring tools (Datadog, Splunk, Kibana) - HCM, Payroll, or Time & Labor domain knowledge - Experience with Salesforce, Jira, or similar tools (Note: Additional details such as shift timings, on-call rotation, and preferred qualifications have been omitted as they were not explicitly mentioned in the provided Job Description) Role Overview: Join a high-performing support team responsible for delivering timely, accurate resolutions and exceptional customer experience. As a Technical Support Technician, you will troubleshoot complex client issues across UKG Pro and WFM products, with a strong focus on SQL-driven analysis and resolution. This is a handson technical role where advanced SQL skills are essential, and you will regularly engage with customers over live calls to diagnose issues and explain solutions. Key Responsibilities: - Troubleshoot and resolve customer issues using SQL and analytical skills - Investigate data, identify root causes, and validate system behavior - Manage customer communication via calls, email, and case tracking tools - Provide clear updates, action plans, and timelines to customers - Replicate issues using internal tools and environments - Collaborate with Engineering on product defects and escalations - Maintain accurate case documentation and follow SLAs - Contribute to knowledge base and team readiness Qualification Required: - Strong SQL expertise (mandatory): complex queries, joins, aggregations, troubleshooting datasets - Experience with MS SQL Server or similar databases - Excellent English communication skills, especially on customer calls - 35+ years in technical support (enterprise or SaaS environments preferred) - Strong troubleshooting and problemsolving skills - Ability to work in a fastpaced, metricsdriven environment Nice to Have: - Experience with APIs / Dell Boomi - Exposure to monitoring tools (Datadog, Splunk, Kibana) - HCM, Payroll, or Time & Labor domain knowledge - Experience with Salesforce, Jira, or similar tools (Note: Additional details such as shift timings, on-call rotation, and preferred qualifications have been omitted as they were not explicitly mentioned in the provided Job Description)