Humanabad, Karnataka, India
Onsite
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
About the TeamAbout the Role
We are seeking a customer-focused Senior Associate 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.
Enterprise SaaS & Functional Domain Knowledge: Develop a foundational understanding of enterprise SaaS workflows (including Finance, HR, and Payroll) to assist in validating AI logic and verifying expected system behaviour.
AI Concepts: Review AI chat logs and execution outputs to spot incorrect answers, hallucinations, or misunderstandings. Document findings and recurring patterns to support senior team members and engineering in refining prompt logic.
Technical Troubleshooting: Utilize established troubleshooting playbooks, diagnostic dashboards, and monitoring tools to reproduce reported issues, gather relevant logs, and isolate basic software bugs.
Technical Acumen: Run basic database queries (SQL), review application logs, and inspect API payloads to verify data flow, check system state, and assist with basic cloud workflow troubleshooting.
Customer Advocacy: Monitor and respond to incoming support queues, maintain strict SLA commitments, and communicate clearly with users. Provide empathetic, plain-language updates to customers while issues are being investigated.
Incident & Queue Management: Perform initial queue triage, classify issue severity, and route high-impact (P1) incidents to senior analysts or engineering teams using defined escalation pathways. Participate in weekend and holiday on-call rotations with team support.
About You
Basic Qualifications
Other Qualifications
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.
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