Product Support Representative III

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 (S3) 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. 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 1\. Advanced Case Ownership Independently manage and resolve complex Level 2 (L2) support cases. Take end-to-end ownership of issues from investigation through resolution. Communicate clearly, confidently, and professionally with customers via voice and written channels. 2\. Structured Troubleshooting & Root Cause Analysis Apply systematic troubleshooting methodologies, including hypothesis testing and process of elimination. Perform root cause analysis to identify whether issues are data-related, configuration-related, integration-related, or user-driven. Minimize unnecessary escalations through thorough investigation and logical analysis. 3\. 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. 4\. Collaboration & Continuous Improvement Partner with cross-functional teams for resolution of complex or product-related concerns. Document troubleshooting steps, findings, and resolutions clearly and accurately. Contribute to knowledge sharing and process improvement initiatives within the team. 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. 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. 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 UKGCareers@ukg.com