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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, AI/ML platform, and Agent Factory initiative. Workday’s Agent Factory is our internal engine that builds, trains, and deploys autonomous AI agents to execute complex HR and Finance workflows, including expense processing, hiring, and workforce scheduling. We partner with core engineering to eliminate bottlenecks, maintain high platform availability, and ensure system reliability for our global customer base.About the Role
We are seeking a customer-focused Support Engineer to drive incident resolution, root-cause analysis (RCA), and performance optimization across Workday’s enterprise platform and autonomous AI agent workflows. In this high-visibility role, you will analyze system metrics, debug cloud-hosted ML service pipelines, inspect LLM orchestration layers, and manage critical customer escalations within strict SLAs. You will also partner directly with engineering and data science teams through feature iteration and optimization. A key part of this role involves hands-on AI evaluation: analyzing LLM outputs, reviewing conversation logs, and digging into system traces to spot failure modes and translate those insights into prompt, data, and workflow improvements. The shift for this role is Monday - Friday 12pm-9pm local time. Participation in an on-call rotation is required to provide after-hours support when needed
Key Responsibilities
About You
Basic Qualifications (Required)
Preferred Qualifications
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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