[Hiring] Senior Associate Support Engineer @Workday

Role Description

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

• Analyze system metrics, debug cloud-hosted ML service pipelines, inspect LLM orchestration layers, and manage critical customer escalations within strict SLAs.
• Partner directly with engineering and data science teams through feature iteration and optimization.
• Conduct hands-on AI evaluation: analyzing LLM outputs, reviewing conversation logs, and digging into system traces to spot failure modes and translate those insights into prompt, data, and workflow improvements.

Key Responsibilities

• Enterprise SaaS & Functional Domain Expertise: Apply foundational knowledge of enterprise applications to validate AI responses and assist in troubleshooting functional processing errors.
• Hands-On AI Evaluation: Review LLM outputs, conversation logs, and execution traces to identify edge cases, hallucinations, and routine failure modes. Perform structured data labeling and report findings to senior engineering staff.
• Technical Troubleshooting & RCA: Assist in root-cause analysis for software defects and pipeline execution failures using monitoring tools like Kibana and Grafana, following established diagnostic runbooks.
• Cloud & LLM Diagnostics: Inspect enterprise AI workflows hosted in public cloud environments (AWS, GCP), helping isolate breakdown points across model hosting services and API gateways.
• Incident & Queue Management: Monitor and triage support queues, enforce SLAs, and process incoming tickets efficiently. Support high-severity incident responses and participate in weekend on-call rotations.
• Customer Communication: Communicate clear technical updates, standard workarounds, and resolution steps to customer IT teams, working with senior support for high-stakes escalations.
• Database & Code Diagnostics: Write standard SQL queries to validate backend data integrity, inspect REST/SOAP API payloads (JSON/XML), and execute existing Python or Bash scripts to run routine diagnostics.
• Documentation & Team Collaboration: Maintain detailed investigation logs in Jira, ServiceNow, or Salesforce, help maintain team runbooks, and flag recurring issue trends to senior engineers and product teams.

Qualifications

• Work Experience: Minimum 1 year of experience in technical support, platform operations, or application support for enterprise SaaS environments.
• Technical & Diagnostic Skills: Minimum 1 year of experience writing and executing intermediate SQL queries and running diagnostic scripts.
• Minimum 1 year of experience inspecting API payloads (JSON or XML data structures) and utilizing basic Linux or Windows command-line tools.
• Cloud & Monitoring Systems: Minimum 1 year of hands-on experience navigating or monitoring services on public cloud platforms (AWS, GCP, or Azure).
• Minimum 1 year of experience utilizing observability tools (e.g., Grafana, Kibana, Datadog) to view logs or trace outputs.
• AI & LLM Exposure: Minimum 1 year of experience inspecting, reading, or evaluating AI/LLM conversation logs, traces, or prompt outputs.
• Triage & Operations: Minimum 1 year of experience performing initial queue triage and basic troubleshooting using ticketing workflows.
• Willingness and ability to work scheduled weekend and holiday coverage rotations.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical work experience).
• Experience following established runbooks to perform guided, autonomous technical troubleshooting.
• History of drafting clear written technical documentation, post-incident updates, or resolution notes for customer-facing teams.
• Strong active problem-solving skills and an adaptability to learn complex, multi-tiered enterprise systems.

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 look for curious minds and courageous collaborators who bring sun-drenched optimism and drive.