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.