[Hiring] Customer Support Analyst @Workday

Role Description

We are seeking a customer-focused Support Analyst to drive incident resolution, root-cause analysis (RCA), and operational optimization across Workday’s enterprise platform and autonomous AI agent workflows. In this high-visibility role, you will:

• Analyze system metrics
• Investigate cloud-hosted ML service pipelines
• Evaluate LLM orchestration layers
• Manage critical customer escalations within strict SLAs
• Partner directly with engineering and data science teams to inform feature iteration and product optimizations
• Evaluate AI quality by reviewing chat histories and AI responses to identify mistakes and implement improvements

Key Responsibilities

• Enterprise SaaS & Functional Domain Expertise:
  • Use deep knowledge of enterprise SaaS platforms (including capabilities such as Finance, HR, Payroll, Time Tracking, Absences, Planning) to validate AI logic and evaluate domain-specific system behavior.
• AI Concepts:
  • Review AI chat logs and execution outputs to catch incorrect answers, hallucinations, or misunderstandings, turning findings into prompt and system logic improvements.
• Technical Troubleshooting:
  • Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.
• Technical Acumen:
  • Use database queries (SQL), system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows.
• Customer Advocacy:
  • Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks.
  • Act as a clear, reassuring point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language.
• Incident & Queue Management:
  • Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries.
  • Participate in weekend and holiday on-call rotations for continuous coverage.

Qualifications

• Minimum 3 years of experience in technical support, IT operations, software administration, or a technical customer-facing role.
• Minimum 2 years of experience writing custom scripts or interacting with machine learning (ML) pipelines to troubleshoot technical issues.
• Minimum 2 years of experience conducting Root Cause Analysis (RCA) on software system failures.
• Minimum 2 years of experience leading and resolving critical P1 (Priority 1) technical escalations.
• Minimum 1 year of experience adjusting, configuring, or tuning AI model logic or parameters.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Finance, Human Resources, Management Information Systems (MIS), Data Analytics, Computer Science, Engineering, or a related field (or equivalent practical work experience in software support or system administration).
• Proven experience independently managing critical technical issues without relying on playbook-driven workflows.
• History of engaging directly with customer executives during high-stakes incident resolutions or system discussions.
• Demonstrated ability to collaborate cross-functionally across engineering, product, and leadership teams.

Company Description

Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. Our culture is rooted in integrity, empathy, and shared enthusiasm. We tackle big challenges with bold ideas and genuine care, aiming to inspire a brighter work day for everyone.