Description
We are seeking a customer-focused Support Analyst to drive case and incident resolution, issue analysis, research, and investigation, and operational optimization across Workday’s Adaptive Planning platform and our autonomous AI agent workflows.
In this high-visibility role, you will bridge the gap between traditional SaaS troubleshooting and cutting-edge AI operations. You will manage critical customer escalations within strict SLAs while partnering directly with Support Engineers and Product Management teams to inform feature iteration and product fixes and optimizations.
Key Responsibilities
- Core Planning and Reporting Troubleshooting: Troubleshoot with customers on cases to resolve reported issues with their financial data, reporting, and/or financial integrations.
- Enterprise SaaS & Functional Domain Expertise: Use deep knowledge of enterprise SaaS platforms (including Finance, HR, and Payroll) and cross-functional workflows to validate AI logic and evaluate domain-specific system behavior.
- AI Concepts: Review AI chat logs and execution outputs to catch incorrect answers, hallucinations, or misunderstandings, turning findings into prompt and system logic improvements.
- Technical Troubleshooting: Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.
- Technical Acumen: Use database queries (SQL), system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows.
- Customer Advocacy: Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks.
- Incident & Queue Management: Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries.
Location & Shift
- Location: This position is based in the Workday Heredia, Costa Rica office.
- Hybrid Work: Candidates will be expected to work from the office at least 50% of the time.
- Hours: Typical shift will be from Tuesday-Saturday, 8am to 5pm.
- On-Call: Participation in an on-call rotation is required to provide after-hours support when needed.
About You
- Basic Qualifications (Required for P3 Level):
+ Work Experience: Minimum 3 years of experience in technical support, IT operations, software administration, or a technical customer-facing role. + Advanced Technical Depth: Minimum 2 years of experience writing custom scripts or interacting with machine learning (ML) pipelines to troubleshoot technical issues. + Incident Management: Minimum 2 years of experience leading and resolving critical P1 (Priority 1) technical escalations. + AI Logic Execution: Minimum 1 year of experience adjusting, configuring, or tuning AI model logic or parameters.