Technical Delivery Customer Support Analyst

Your work days are brighter here.

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. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Team

The Performance and Availability Support team is the backbone of our operational excellence, ensuring the continuous health and optimal performance of our critical infrastructures and applications. We are a dynamic and proactive group dedicated to maintaining high availability, minimizing downtime, and delivering exceptional support. Our team leverages cutting-edge monitoring tools, advanced troubleshooting techniques, and collaborative problem-solving to identify and resolve performance bottlenecks, prevent incidents, and optimize system efficiency. We are committed to continuous improvement, driving innovation in support methodologies, and providing a reliable and responsive support experience for our internal and external stakeholders.

About the Role

The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, the schedule for this position is Monday-Friday 10am to 7pm, with flexibility to shift pattern changes.

What would you do all day?

• Handle a queue of support cases, prioritizing issues based on severity and customer impact
• Work through exciting problems, motivate change and implement solutions
• Handle time critical issues
• Build solid relationships with our customers
• Collaborate with Product Managers, QA and Development to determine solutions or workarounds
• Balance ownership of existing case load while troubleshooting newly discovered issues
• Maintain your knowledge of new functionality and compliance changes
• Maintain certifications and training as required for the role
• Get involved with initiatives, councils and projects that inspire your passion in support
• Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)
• Contribute to our Knowledge Centered Service by creating Knowledge articles

About You

2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone

3+ years in one of the following:

• 3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment
• Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
• Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
• Ability to read and analyze log files
• Basic knowledge of SQL syntax to read existing scripts and queries.
• Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)

• Demonstrable ability to support or implement HCM, Talent Acquisition or Talent solutions
• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
• Ability to collaborate with multiple partners across a diverse organization
• Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities

• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.

• Experience building internal and/or external facing documentation

• Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage
• Previous experience performing in depth log analysis is an advantage
• Previous experience with health monitoring tools is an advantage
• Previous experience using and writing SQL basic queries is an advantage

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process