Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

The Performance and Availability Support team is the backbone of our operational excellence, ensuring the continuous health and optimal performance of our critical infrastructures and applications. We are a dynamic and proactive group dedicated to maintaining high availability, minimizing downtime, and delivering exceptional support. Our team leverages cutting-edge monitoring tools, advanced troubleshooting techniques, and collaborative problem-solving to identify and resolve performance bottlenecks, prevent incidents, and optimize system efficiency. We are committed to continuous improvement, driving innovation in support methodologies, and providing a reliable and responsive support experience for our internal and external stakeholders.

About the Role

The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, the schedule for this position is Monday-Friday 10am to 7pm, with flexibility to shift pattern changes.

What would you do all day?

Handle a queue of support cases, prioritizing issues based on severity and customer impact

Work through exciting problems, motivate change and implement solutions

Handle time critical issues

Build solid relationships with our customers

Collaborate with Product Managers, QA and Development to determine solutions or workarounds

Balance ownership of existing case load while troubleshooting newly discovered issues

Maintain your knowledge of new functionality and compliance changes

Maintain certifications and training as required for the role

Get involved with initiatives, councils and projects that inspire your passion in support

Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company

Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

Contribute to our Knowledge Centered Service by creating Knowledge articles

About You

2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone

3+ years in one of the following:

3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment

Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities

Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)

Ability to read and analyze log files

Basic knowledge of SQL syntax to read existing scripts and queries.

Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)

Other Qualifications

Demonstrable ability to support or implement HCM, Talent Acquisition or Talent solutions

Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes

Ability to collaborate with multiple partners across a diverse organization

Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities

Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.

Experience building internal and/or external facing documentation 

Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage

Previous experience performing in depth log analysis is an advantage

Previous experience with health monitoring tools is an advantage

Previous experience using and writing SQL basic queries is an advantage

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!