Customer Support Analyst, AI ML Application Support

We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

We are seeking a customer-focused Support Analyst to drive incident resolution, root-cause analysis (RCA), 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. You will also partner directly with engineering and data science teams to inform feature iteration and product optimizations. A key part of this role involves evaluating AI quality: reviewing chat histories and AI responses to spot mistakes, figure out why they happened, and turn those insights into simple improvements that make the AI clearer, smarter, and more reliable.

Key Responsibilities

• Workday & Functional Domain Expertise: 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.

• 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. Acting as a clear, reassuring point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language.
• Incident & Queue Management: Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries. Participate in weekend on-call rotations for continuous coverage.

• Experience: 3+ years in technical support engineering, platform operations, or escalation management for enterprise SaaS platforms.
• Public Cloud Expertise: Hands-on experience troubleshooting, monitoring, and debugging services hosted on public cloud platforms (AWS, GCP, or Azure).
• Core Competencies: Strong queue triage, time management, and de-escalation skills with the ability to communicate technical concepts to both technical and non-technical audiences.
• Degree/Background: Bachelor’s degree in Business Administration, Finance, Human Resources, Management Information Systems (MIS), Data Analytics, Computer Science, Engineering, or a related field (or equivalent practical experience in enterprise software support or functional administration.)

Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please click here.

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