# Support Engineer

**Company**: Workday
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/INDPune/Sr-Associate-Support-Engineer--AI-ML---Platform-Operations-_JR-0110069?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_efb9eca8-9d6

## Description

We are seeking a customer-focused Support Engineer to drive incident resolution, root-cause analysis (RCA), and performance optimisation across Workday’s enterprise platform and autonomous AI agent workflows.

Key Responsibilities:

- Enterprise SaaS & Functional Domain Expertise: Apply foundational knowledge of enterprise applications to validate AI responses and assist in troubleshooting functional processing errors.

- Hands-On AI Evaluation: Review LLM outputs, conversation logs, and execution traces to identify edge cases, hallucinations, and routine failure modes. Perform structured data labeling and report findings to senior engineering staff.

- Technical Troubleshooting & RCA: Assist in root-cause analysis for software defects and pipeline execution failures using monitoring tools like Kibana and Grafana, following established diagnostic runbooks.

- Cloud & LLM Diagnostics: Inspect enterprise AI workflows hosted in public cloud environments (AWS, GCP), helping isolate breakdown points across model hosting services and API gateways.

- Incident & Queue Management: Monitor and triage support queues, enforce SLAs, and process incoming tickets efficiently. Support high-severity incident responses and participate in weekend on-call rotations.

- Customer Communication: Communicate clear technical updates, standard workarounds, and resolution steps to customer IT teams, working with senior support for high-stakes escalations.

- Database & Code Diagnostics: Write standard SQL queries to validate backend data integrity, inspect REST/SOAP API payloads (JSON/XML), and execute existing Python or Bash scripts to run routine diagnostics.

- Documentation & Team Collaboration: Maintain detailed investigation logs in Jira, ServiceNow, or Salesforce, help maintain team runbooks, and flag recurring issue trends to senior engineers and product teams.

Basic Qualifications (Required):

- Work Experience: Minimum 1 year of experience in technical support, platform operations, or application support for enterprise SaaS environments.

- Technical & Diagnostic Skills:

- Minimum 1 year of experience writing and executing intermediate SQL queries and running diagnostic scripts.

- Minimum 1 year of experience inspecting API payloads (JSON or XML data structures) and utilizing basic Linux or Windows command-line tools.

- Cloud & Monitoring Systems:

- Minimum 1 year of hands-on experience navigating or monitoring services on public cloud platforms (AWS, GCP, or Azure).

- Minimum 1 year of experience utilizing observability tools (e.g., Grafana, Kibana, Datadog) to view logs or trace outputs.

- AI & LLM Exposure:

- Minimum 1 year of experience inspecting, reading, or evaluating AI/LLM conversation logs, traces, or prompt outputs.

- Triage & Operations:

- Minimum 1 year of experience performing initial queue triage and basic troubleshooting using ticketing workflows.

- Willingness and ability to work scheduled weekend and holiday coverage rotations.

Preferred Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field (or equivalent practical work experience).

- Experience following established runbooks to perform guided, autonomous technical troubleshooting.

- History of drafting clear written technical documentation, post-incident updates, or resolution notes for customer-facing teams.

- Strong active problem-solving skills and an adaptability to learn complex, multi-tiered enterprise systems.

## Skills

### Required
- SQL
- Python
- Bash
- Linux
- Windows
- API
- JSON
- XML
- Grafana
- Kibana
- Datadog
- AWS
- GCP
- Azure
- AI
- LLM

### Nice to have
- Computer Science
- Information Technology
- Engineering

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Source: [Apply at workday.wd5.myworkdayjobs.com](https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/INDPune/Sr-Associate-Support-Engineer--AI-ML---Platform-Operations-_JR-0110069?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)