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.