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