Software Senior Support Specialist

Location US-NY-Latham
Job ID
# of Openings
Job Category
Software Development


E&A.Software.Tech - Touch Screen - Build It

At UL, we know why we come to work.

Thousands of us around the world wake up every day with a common purpose: to make the world a safer, more secure, and sustainable place. Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion, and excellence. UL stands at the forefront of technological advancement, and we are continually challenged to find new ways to foster innovation and positive change.


Satisfying? Yes. Exciting? Absolutely!

What you’ll learn & achieve:


  • Investigate and troubleshoot system and configuration issues raised by customers or impacting customer
  • Provide assistance to existing customers at critical times of the year
  • Advise and assist customers in maintaining their use and configuration of the software solution
  • Configure the system as per defined requirements using the software user interface
  • Serve as a subject matter expert of product configuration in one or more areas of the product offerings
  • Liaise with developers and product managers for advanced configuration and development of the system
  • Work with technical teams to resolve system and configuration issues
  • Attend customer meetings and calls as and when required as part of support, ensuring a professional image at all time
  • Provide training to customers on existing functionality
  • Provide support, guidance and coaching to more junior team members on cases and help educate them on system functionality
  • Deliver small enhancements and as required, small ad-hoc projects for our customers

What makes you a great fit:


  • Minimum three (3) year of experience in software troubleshooting, technical support, or relevant experience
  • Experience working  to  effectively  troubleshoot,  and  problem    This  includes  being  able  to  work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution
  • Ability to learn new technologies while maintaining high levels of performance in a high-pressure environment
  • Ability to build positive and effective relationships with internal teams across all functions
  • Ability to build and maintain positive and effective relationships with customers
  • Strong communication, both written and verbal
  • Demonstrate proactivity and a drive to learn and improve
  • Bachelor’s Degree  in  computer  science,  Information  Technology,  Sustainability  or  related  technical discipline preferred
  • Industry knowledge in the field of Sustainability (both management and reporting) is a plus
  • Fluent English is essential and additional languages beneficial (e.g., German, French, Spanish, Japanese, Chinese). Dependent on location, the Sr Software Support Specialist may also need to be fluent in the local language


    • Experience in the following is desirable:
    • SQL/SQL development
    • XML
    • Database structures

What you’ll experience working at UL:

Mission: For UL, corporate and social responsibility isn’t new. Making the world a safer, more secure, and sustainable place has been our business model for the last 125 years and is deeply engrained in everything we do.


People: Ask any UL employee what they love most about working here, and you’ll almost always hear, “the people.” Going beyond what is possible is the standard at UL. We’re able to deliver the best because we employ the best.


Interesting work: Every day is different for us here as we eagerly anticipate the next innovation that our customers create. We’re inspired to take on the challenge that will transform how people live, work and play. And as a global company, in many roles, you will get international experience working with colleagues around the world.


Grow & achieve: We learn, work, and grow together with targeted development, reward, and recognition programs as well as our very own UL University that offers extensive training programs for employees at all stages, including a technical training track for applicable roles.


Total Rewards: All employees at UL are eligible for bonus compensation. UL offers a generous 401k matching structure of up to 5% of eligible pay. Additionally, we invest an additional 4% into your retirement saving fund after your first year of continuous employment. We provide Healthcare Reimbursement Accounts and Health Savings Accounts that UL contributes to twice per year! Depending on your role, you can work with your manager on flexible working arrangements. We also provide employees with paid time off including vacation, holiday, sick and volunteer time off.


Learn More:

Working at UL is an exciting journey that twists and turns daily. We thrive in the twists and revel in the turns.


This is our every day. This is our normal.


Curious? To learn more about us and the work we do, visit


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UL is an Equal Opportunity Employer: Female/Minority/disability/Protected Veteran/Sexual Orientation/Gender Identity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. If you'd like more information about your EEO rights as an applicant under the law, please review the EEO is the Law and EEO is the Law Supplement.

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UL EEO Policy

Pay Transparency Statement

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