# Paradox Customer Support Engineer

**Company**: Workday
**Location**: Pune
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/INDPune/Sr-Associate-Paradox-Technical-Support-Engineer_JR-0110312?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0800683f-1a1

## Description

We’re Workday, a Fortune 500 company and a leading AI platform for managing people, money, and agents. We're looking for a Paradox Customer Support Engineer to join our team in Pune, India.

**About the Role** The Workday Paradox Customer Support Team is passionate about customer service, innovation, and excellence. As a Paradox Customer Support Engineer, you will be a trusted adviser who investigates, diagnoses, and delivers time-sensitive, business-critical solutions to our customers.

**Responsibilities**

- Troubleshoot complex account configurations, APIs, Job Feeds, and databases to resolve complex cases efficiently.

- Reproduce production issues and communicate workarounds.

- Write and execute SQL queries for data investigation.

- Perform mass updates requests via Public API for customers.

- Configure client SSO, sFTP, and SSH security protocols.

- Partner with Product Managers on feature gaps and Development on code-level bug fixes.

- Triage other service requests via support cases and determine correct routing.

- Communicate effectively, balance immediate and long-term needs, and understand when to escalate critical issues to key stakeholders.

- Maintain internal Technical Documentation which includes Internal Troubleshooting Guides and important details regarding specific account configurations.

- Complete monthly product training and daily knowledge refreshes to maintain subject matter expertise.

- Consistently demonstrate knowledge-sharing to internal team members.

**Requirements**

- Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).

- 2+ years in technical support or a similar role.

- 1+ years of experience validating XML, JSON, and CSV formats for syntax and encoding errors.

- 1+ years of experience with JIRA, Microsoft Office, and Visual Studio Code or similar software.

- 1+ years of experience focusing on data-driven decision-making.

**Nice to Have**

- Skilled in JPath and JMESPath for building and transforming high-volume job feed integrations.

- Exceptional written, verbal, and asynchronous communication skills.

- Skilled in writing complex SQL queries to analyze relational databases and identify discrepancies in reported cases.

- Skilled using Postman or Bruno to construct RESTful API calls.

- Experience with AWS (Athena/S3), Datadog, Twilio, Sendgrid, Github, and Salesforce or similar tools.

- Skilled with AI troubleshooting tools and LLM observability platforms.

- Strong technical troubleshooting skills with the ability to investigate, diagnose, and deliver solutions for complex account configurations and production issues.

- Proven excellence in customer support, acting as a trusted advisor to deliver time-sensitive, business-critical solutions.

- Proven ability to manage prioritization by effectively balancing immediate and long-term needs while understanding when to escalate critical issues.

- Commitment to teamwork and collaboration, including supporting colleagues, sharing knowledge, and partnering with Product and Development teams.

- Working knowledge of recruiting platforms

## Skills

### Required
- SQL
- JIRA
- Microsoft Office
- Visual Studio Code
- XML
- JSON
- CSV
- JPath
- JMESPath
- Postman
- Bruno
- RESTful API
- AWS
- Datadog
- Twilio
- Sendgrid
- Github
- Salesforce

### Nice to have
- AI troubleshooting tools
- LLM observability platforms

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Source: [Apply at workday.wd5.myworkdayjobs.com](https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/INDPune/Sr-Associate-Paradox-Technical-Support-Engineer_JR-0110312?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)