Sr Associate Technical 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

As the leading provider of Talent Orchestration technology, HiredScore's artificial intelligence, automation and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management.
You would be joining the Support Tier 1 team that operates around the clock, in shifts, to provide excellent 24/7 assistance. Our team is dedicated, highly skilled, and committed to delivering outstanding support to ensure client happiness. Read on to learn more about the role

About the Role

• 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, with flexibility to shift pattern changes.

• Provide HiredScore + Workday customers with technical support in the post-implementation processes, and ongoing daily operations

• Collaborate with R&D and Customer Success to fix core product issues

• Respond promptly to customer inquiries

• Provide the Product team with customers' feedback to help identify potential new features and common issues

• Provide feedback to R&D teams regarding performance and scale

• Work closely with the Customer Success and Implementation Teams to accommodate customer needs, and determine solutions to reduce costs

• Establish standard processes in internal and external documentation, sharing feature requests and effective workarounds with other team members

• Assist the Sales team with inquiries in the pre-sale process

About You

Basic Qualifications 

• 1+ years working in a technical support or technical customer service role.

• 1+ years of professional or academic experience, including practical application with database technologies (e.g., MongoDB, NoSQL) or foundational front or backend coding abilities.

• Must be available to work the hours as outlined in the job description. (7am - 4pm)

• Excellent verbal and written communication skills in English.

• Computer Science or related field degree completed or close to completion

Other Qualifications

• Familiarity with ticket and knowledge management tools such as JIRA, Intercom, CRM, Confluence

• Experience with visualization tools (such as Grafana, Kibana, etc.)

• Experience working in NOC  and performing technical investigations.

• Understanding of AWS

• Solid understanding of case handling processes and blocking issue procedures.

• Ability to balance multiple priorities and communicate across organizational boundaries.

• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.

• Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also establish relationships across the organisation to continue improving the way we serve our customers

• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.

• Love to learn and can effectively absorb new technology and features.

• You're a confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.

• A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help

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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