[Hiring] Senior Associate Customer Support Analyst @Workday

Role Description

We are seeking a customer-focused Senior Associate 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, figure out why they happened, and turn those insights into simple improvements.

Qualifications

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Minimum 1 year of hands-on experience using public cloud platforms (AWS, GCP, or Azure).
• Minimum 1 year of experience accessing and reviewing system logs or monitoring tools (e.g., Datadog, Splunk, or cloud-native log viewers).
• Experience using, testing, or reviewing Large Language Model (LLM) outputs or prompt structures.
• Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.

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).
• Demonstrated interest in evaluating conversational AI performance, quality metrics, and output accuracy.
• Ability to clearly articulate technical concepts through written and verbal communication.
• Strong organizational skills and adaptability to learn complex, evolving technical systems.

Benefits

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