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Costa Rica
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
We’re a high performance culture with laser focus on building world class products and a team that our clients love. Our flagship product, Olivia (Paradox), is the AI assistant helping companies around the world reimagine the way they hire: conversations instead of job applications, automated interview scheduling, and so much more.About the Role
The Workday Paradox 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, with flexibility to shift pattern changes. We are looking to hire for 12pm to 9pm shift.
Responsibilities:
Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal.
Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them.
Consultative Support: Educate customers on how to use specific features to meet their business needs.
Knowledge Creation: Write and update "Help" articles and documentation for the Workday Community.
Tactical Configuration: Performing routine administrative tasks that don't require a TAM’s architectural oversight, such as resetting passwords, updating permission sets, or minor CEM text edits.
Bug Documentation: When a true system error is found, the Support role is responsible for documenting "Steps to Reproduce" for the Engineering team. Creation of RCA (root cause analysis) for critical or high impact tickets.
Knowledge Base Contribution: Translating solved tickets into "Self-Service" articles so customers can find answers faster next time.
About You
Experience & Skills Required:
Demonstrated experience delivering exceptional technical support in a SaaS or technology company
Prior experience in the recruiting, staffing, or HR industry preferred
Proven ability to handle multiple priorities/projects/accounts at once
Strong verbal and written English communication skills
An innate desire to help, understand and find solutions
Strong technology skills, able to quickly learn new software
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!