[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 spot mistakes and turn insights into improvements

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

Requirements

• 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

Benefits

• Trust to take risks
• Tools to grow
• Skills to develop
• Support of a company invested in you for the long haul