Heredia, Costa Rica
Hybrid
Your work days are brighter here.
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.
About the Team
At Workday, we bring technical rigor, customer empathy, and a spirit of fun to enterprise software. Our support team underpins operational excellence across Workday's digital experience, ensuring top-tier service for our core applications while also supporting our growing AI/ML platform and Agent Factory initiative.About the Role
We are seeking a customer-focused Senior Associate 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 a case queue of varying complexity, including 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.
Location & Shift
Key Responsibilities
About You
Basic Qualifications
Work Experience: Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
Technical & System Operations:
Minimum 1 year of hands-on experience using public cloud platforms (AWS, GCP, or Azure).
Minimum 1 year of experience accessing and reviewing system logs or monitoring tools (e.g., Datadog, Splunk, or cloud-native log viewers).
AI/LLM Familiarity: Experience using, testing, or reviewing Large Language Model (LLM) outputs or prompt structures.
Queue Management: Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.
Preferred Qualifications
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).
Demonstrated interest in evaluating conversational AI performance, quality metrics, and output accuracy.
Comfortable working with software where there may be some ambiguity in determining solutions and next steps.
Ability to clearly articulate technical concepts through written and verbal communication.
Strong organizational skills and adaptability to learn complex, evolving technical systems.
Proficient in 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.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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