Technical Product Support Engineer

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 Workday Adaptive Planning Support team is looking for an experienced support engineer who is excited about SaaS and helping customers solve complex problems.

About the Role

This is a customer facing role that works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. The support engineer is responsible for managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Financial Planning, Reporting, and Integration products and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.

This position is based in the Workday Heredia office. Candidates will be expected to work from the office at least 50% of the time. Typical shift will be from 12:00pm - 9:00pm CST. Participate in on-call rotation to provide weekends, holidays and after-hours support when needed.

About You

Basic Qualifications

• 5+ years' experience in a Support related role with 2+ years' experience as a support engineer, preferred in an enterprise software product 

• Experience managing highly escalated cases across multiple enterprise customer accounts.

• Working knowledge of Linux, SQL, DBMS, and any of the following: Java, .NET, C#,  or any other programming language

Other Qualifications

• Excellent analytical skills and ability to come up with solutions / workarounds to complex problems

• Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability

• Proactive, empathetic, team player who is responsive to customer needs and concerns

• Have attention to detail and deep understanding of support best practices

• Experience collaborating with internal development and/or QA teams, acting as a customer advocate. 

• Had previous experience or knowledge of finance and/or financial planning software applications or integrations

• Have these technical skills:

  • Web Services / API

  • ETL, Pentaho, Integration Implementation or Support 

  • Jenkins & Git

  • K8s and Docker

  • ELK / any log aggregation tool

  • JavaScript

Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at

Our Approach to Flexible Work
 

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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