Sr Associate Customer Support Analyst (AI/ML Application Support)

About the job

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 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 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

- 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.

Other 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.

- Ability to clearly articulate technical concepts through written and verbal communication.

- Strong organizational skills and adaptability to learn complex, evolving technical systems.

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!