# Support Analyst

**Company**: Workday
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: zł148,800 PLN - zł223,200 PLN
**Category**: IT
**Industry**: Technology

**Apply**: https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/Poland-Warsaw/Customer-Support-Analyst--AI-ML-Application-Support_JR-0110252?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7e9d9355-35c

## Description

We’re seeking a customer-focused Support Analyst to drive incident resolution, root-cause analysis, and operational optimization across Workday’s enterprise platform and autonomous AI agent workflows.

In this high-visibility role, you will analyze system metrics, investigate cloud-hosted ML service pipelines, evaluate LLM orchestration layers, and manage critical customer escalations within strict SLAs.

Key Responsibilities:

- Apply operational knowledge of Workday applications and functional workflows across HR, Recruiting, and related enterprise modules to validate AI logic and evaluate domain-specific system behavior.

- Review AI chat logs and execution outputs to catch incorrect answers, hallucinations, or misunderstandings, turning findings into prompt and system logic improvements.

- Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.

- Use database queries (SQL), system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows.

- Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks.

- Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries.

Basic Qualifications:

- 3+ years in technical support engineering, platform operations, or escalation management for enterprise SaaS platforms.

- Hands-on experience troubleshooting, monitoring, and debugging services hosted on public cloud platforms (AWS, GCP, or Azure).

- Strong queue triage, time management, and de-escalation skills with the ability to communicate technical concepts to both technical and non-technical audiences.

- Bachelor’s degree in Business Administration, Finance, Human Resources, Management Information Systems (MIS), Data Analytics, Computer Science, Engineering, or a related field.

Other Qualifications:

- Practical understanding of Large Language Models (LLMs), prompt/tool-calling pipelines, and hands-on experience reviewing AI conversation logs, traces, or model outputs.

- Ability to work weekend on-call shifts as part of a rotated support schedule.

The base salary range for this position is zł148,800 PLN - zł223,200 PLN.

Workday offers flexible work arrangements, allowing teams to deepen connections, maintain a strong community, and do their best work.

## Skills

### Required
- Workday
- AI
- LLM
- SQL
- cloud platforms

### Nice to have
- Large Language Models
- prompt/tool-calling pipelines
- AI conversation logs

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Source: [Apply at workday.wd5.myworkdayjobs.com](https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/Poland-Warsaw/Customer-Support-Analyst--AI-ML-Application-Support_JR-0110252?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)