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 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 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.

Key Responsibilities

- Enterprise SaaS & Functional Domain Expertise: Use deep knowledge of enterprise SaaS platforms (including Finance, HR, and Payroll) and cross-functional workflows to validate AI logic and evaluate domain-specific system behavior

- AI Concepts - Review AI chat logs and execution outputs to catch incorrect answers, hallucinations, or misunderstandings, turning findings into prompt and system logic improvements.

- Technical Troubleshooting - Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.

- Technical Acumen - Use database queries (SQL), system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows.

- Customer Advocacy - Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks. Acting as a clear, reassuring point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language.

- Incident & Queue Management: Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries. Participate in weekend and holiday on-call rotations for continuous coverage.

About You

Basic Qualifications Work Experience: Minimum 3 years of experience in technical support, IT operations, software administration, or a technical customer-facing role.

Advanced Technical Depth:

- Minimum 2 years of experience writing custom scripts or interacting with machine learning (ML) pipelines to troubleshoot technical issues.

- Minimum 2 years of experience conducting Root Cause Analysis (RCA) on software system failures.

Incident Management: Minimum 2 years of experience leading and resolving critical P1 (Priority 1) technical escalations.

AI Logic Execution: Minimum 1 year of experience adjusting, configuring, or tuning AI model logic or parameters.

Preferred 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).

- Proven experience independently managing critical technical issues without relying on playbook-driven workflows.

- History of engaging directly with customer executives during high-stakes incident resolutions or system discussions.

- Demonstrated ability to collaborate cross-functionally across engineering, product, and leadership teams.

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!