About the Role
We are seeking a customer-focused Support Analyst to drive case and incident resolution, issue analysis, research, and investigation, and operational optimization across Workday’s Adaptive Planning platform and our autonomous AI agent workflows. In this high-visibility role, you will bridge the gap between traditional SaaS troubleshooting and cutting-edge AI operations. You will manage critical customer escalations within strict SLAs while partnering directly with Support Engineers and Product Management teams to inform feature iteration and product fixes and optimizations. The key parts of this role will involve your core focus on becoming an expert at the Adaptive Planning platform, alongside 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
Core Planning and Reporting Troubleshooting: Troubleshoot with customers on cases to resolve reported issues with their financial data, reporting, and/or financial integrations.
Enterprise SaaS & Functional Domain Expertise: Use deep knowledge of enterprise SaaS platforms (including Finance, HR, and Payroll) and cross-functional workflows 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 and holiday on-call rotations for continuous coverage.
Location & Shift
Location: This position is based in the Workday Heredia, Costa Rica office.
Hybrid Work: Candidates will be expected to work from the office at least 50% of the time.
Hours: Typical shift will be from Tuesday-Saturday, 8am to 5pm
On-Call: Participation in an on-call rotation is required to provide after-hours support when needed.
About You
Basic Qualifications (Required for P3 Level)
Work Experience: Minimum 3 years of experience in technical support, IT operations, software administration, or a technical customer-facing role.
Advanced Technical Depth
Minimum 2 years of experience writing custom scripts or interacting with machine learning (ML) pipelines to troubleshoot technical issues.
Minimum 2 years of experience conducting Root Cause Analysis (RCA) on software system failures.
Incident Management: Minimum 2 years of experience leading and resolving critical P1 (Priority 1) technical escalations.
AI Logic Execution: Minimum 1 year of experience adjusting, configuring, or tuning AI model logic or parameters.
Preferred Qualifications (P3 Level)
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 work experience in software support or system administration).
Proven experience independently managing critical technical issues without relying on playbook-driven workflows.
Comfortable working with software where there may be some ambiguity in determining solutions and next steps.
A self-starter, with the ability to work autonomously to find workarounds and solutions, but knows when to ask for help when blocked.
History of engaging directly with customer executives during high-stakes incident resolutions or system discussions.
Demonstrated ability to collaborate cross-functionally across engineering, product, and leadership teams.
Familiarity with Microsoft Excel/Google Workspace.
Had previous experience or knowledge of finance and/or financial planning software applications or integrations
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.
Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.
If you require a reasonable accommodation, you may email accommodations@workday.com, as far in advance as possible.
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