[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 identify mistakes and implement improvements

Key Responsibilities

• Enterprise SaaS & Functional Domain Knowledge: Develop a foundational understanding of enterprise SaaS workflows (including Capabilities such as Finance, HR, Payroll, Time Tracking, Absences, Planning) to assist in validating AI logic and verifying expected system behavior.
• AI Concepts: Review AI chat logs and execution outputs to spot incorrect answers, hallucinations, or misunderstandings. Document findings and recurring patterns to support senior team members and engineering in refining prompt logic.
• Technical Troubleshooting: Utilize established troubleshooting playbooks, diagnostic dashboards, and monitoring tools to reproduce reported issues, gather relevant logs, and isolate basic software bugs.
• Technical Acumen: Run basic database queries (SQL), review application logs, and inspect API payloads to verify data flow, check system state, and assist with basic cloud workflow troubleshooting.
• Customer Advocacy: Monitor and respond to incoming support queues, maintain strict SLA commitments, and communicate clearly with users. Provide empathetic, plain-language updates to customers while issues are being investigated.
• Incident & Queue Management: Perform initial queue triage, classify issue severity, and route high-impact (P1) incidents to senior analysts or engineering teams using defined escalation pathways. Participate in weekend and holiday on-call rotations with team support.

Qualifications

• Work Experience: Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Technical & System Operations: 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).
• AI/LLM Familiarity: Experience using, testing, or reviewing Large Language Model (LLM) outputs or prompt structures.
• Queue Management: Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.

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).
• 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.

Company Description

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most.

At Workday, we bring technical rigor, customer empathy, and a spirit of fun to enterprise software. Our support team underpins operational excellence across Workday's digital experience, AI/ML platform, and Agent Factory initiative.