Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
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About the Team
The Performance and Availability Support team is the backbone of our operational excellence, ensuring the continuous health and optimal performance of our critical infrastructures and applications. We are a dynamic and proactive group dedicated to maintaining high availability, minimizing downtime, and delivering exceptional support. Our team leverages cutting-edge monitoring tools, advanced troubleshooting techniques, and collaborative problem-solving to identify and resolve performance bottlenecks, prevent incidents, and optimize system efficiency. We are committed to continuous improvement, driving innovation in support methodologies, and providing a reliable and responsive support experience for our internal and external stakeholders.
About the Role
In this role, you will provide technical support to customers and consultants on complex products and systems. You will monitor, diagnose, and troubleshoot highly technical and sophisticated software and infrastructure issues, report operational and performance issues to Engineering teams, and collaborate with multiple stakeholders through resolution. The Performance and Availability Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.
· Información sobre la función
En esta función, deberá brindar soporte técnico sobre productos y sistemas complejos a clientes y consultores. Deberás supervisar, diagnosticar y solucionar problemas de software e infraestructura altamente técnicos y sofisticados, informa problemas operativos y de rendimiento de los productos a los equipos de Ingeniería y colaborar con varias partes interesadas a través de la resolución. El analista de soporte de rendimiento y disponibilidad también deberá garantizar una excelente experiencia del cliente a través de una comunicación sólida y oportuna sobre el estado de los problemas y los escalamientos, hasta que se brinde una solución aceptable.
Responsibilities (P2):
- Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
- Monitor system performance and availability, identify potential issues, and implement solutions.
- Document support activities and resolutions in the ticketing system.
- Escalate complex issues to senior team members or management and collaborate with other technical teams.
- Perform root cause analysis and provide recommendations for preventing future issues.
- Contribute to knowledge base articles and technical documentation.
- Utilize phone calls and strong soft skills to provide excellent customer support.
- Communicate technical details from multi-functional collaborations clearly to customers.
- Participate in on-call rotations, including scheduled weekend work.
Responsabilidades (P2):
- Resolver tickets de soporte técnico dentro de los acuerdos de nivel de servicio y solucionar problemas de software y hardware.
- Supervisar el rendimiento y la disponibilidad del sistema, identificar problemas potenciales e implementar soluciones.
- Documentar actividades de soporte y resoluciones en el sistema de tickets.
- Remitir los problemas complejos a los miembros superiores del equipo o a la gerencia y colaborar con otros equipos técnicos.
- Realizar análisis de la causa raíz y brindar recomendaciones para prevenir problemas futuros
- Contribuir a los artículos de la base de conocimientos y la documentación técnica
- Usar llamadas telefónicas y sólidas habilidades interpersonales para brindar una excelente atención al cliente.
- Comunicar de manera clara los detalles técnicos de las colaboraciones multifuncionales a los clientes.
- Participar en rotaciones de guardia, incluido el trabajo programado de fin de semana.
Responsibilities (P3):
- All P2 responsibilities, plus:
- Lead the resolution of critical and complex technical issues.
- Serve as a point of escalation and mentor P2 analysts.
- Develop and implement process improvements for support efficiency.
- Manage and prioritize high-priority incidents.
- Interface with engineering teams to resolve escalated issues.
- Create and maintain detailed system documentation.
- Lead multi-functional collaborations, translating complex technical details for customers.
Responsabilidades (P3):
- Todas las responsabilidades de P2, además de las siguientes:
- Liderar la resolución de problemas técnicos críticos y complejos.
- Actuar como punto de escalada y mentor de los analistas de P2.
- Desarrollar e implementar mejoras en los procesos para la eficiencia del soporte.
- Gestionar y priorizar los incidentes de alta prioridad.
- Interactuar con los equipos de Ingeniería para resolver los problemas remitidos a una instancia superior.
- Crear y actualizar la documentación detallada del sistema.
- Liderar colaboraciones multifuncionales y traducir detalles técnicos complejos a los clientes.
About You
Basic Qualifications
- 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone, etc.
- Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent experience).
- Strong communication and interpersonal skills.
Cualificaciones básicas
- 2 años o más de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico sobre problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc
- Título universitario en Ciencias de la Computación, Tecnología de la Información, Ingeniería o campo relacionado (o experiencia equivalente).
- Excelentes habilidades interpersonales y de comunicación.
Other Qualifications
- Solid understanding of case handling processes and escalation procedures.
- Ability to work independently and as part of a team.
- Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
- Solid understanding of operating systems (Windows/Linux), networking fundamentals, and cloud concepts.
- Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus.
- Basic understanding of performance metrics and analysis.
- Experience with scripting languages (e.g., Python, Bash).
- High level understanding of relational databases and SQL servers.
- Experience with log analysis tools (e.g., ELK stack).
- Understanding of load balancing and high availability concepts.
- Excellent analytical, problem solving, and multi-tasking skills.
- Can work in a fast paced, dynamic, and fun team environment.
- Team player who will work across the organization and company to continue improving the way we serve our customers.
Otras cualificaciones
- Comprension sólida de los procesos de manejo de casos y procedimientos de escalamiento
- Capacidad para trabajar tanto de forma independiente como en equipo.
- Experiencia en el uso de sistemas de tickets (por ejemplo, Jira, ServiceNow, Salesforce)
- Sólido entendimiento de sistemas operativos (Windows/Linux), fundamentos de redes y conceptos de la nube.
- Se valorará positivamente la experiencia con herramientas de monitoreo (por ejemplo, Prometheus, Grafana, Nagios, Datadog).
- Comprensión básica de métricas y análisis de rendimiento.
- Experiencia con lenguajes de scripting (por ejemplo, Python, Bash).
- Conocimiento de alto nivel de bases de datos relacionales y servidores SQL.
- Experiencia con herramientas de análisis de registros (por ejemplo, pila ELK).
- Comprensión de los conceptos de equilibrio de carga y alta disponibilidad.
- Excelentes capacidades analíticas, de resolución de problemas y de realización de tareas múltiples.
- Capacidad para trabajar en un entorno de equipo de ritmo rápido, dinámico y divertido.
- Ser un compañero de equipo que también establezca relaciones en la organización para continuar mejorando la atención al cliente.
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.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!