Manager, Technical Support Delivery

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

HiredScore is the leading provider of talent orchestration technology. HiredScore's artificial intelligence, automation, and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management.HiredScore's proprietary technology provides compliant-by-design AI that seamlessly connects to data and systems to power the shift to proactive and fair HR decisions. HiredScore is live in 150 countries and available in 70 languages.The technical support team is responsible for providing customer support and service to all of Workday's customers, provides global 24x7 support and acts as the first line of response to both internal and external collaborators. We collaborate with almost every team in Workday, from R&D and Product, through Customer Success and Sales and requires someone to develop a deep and detailed understanding of the Workday products and its system architecture.

About the Role

We are looking for a passionate hands-on leader to manage a team of technical support specialists. You are a leader, a coach, and a mentor with a growth mindset who demonstrates expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure sustainable business success for Workday. If this sounds like an exciting role, read on to learn more

Responsibilities:

• Lead and develop a team of support specialists

• Develop the team's day-to-day operations, lead and prioritize feature work, serve as leader during critical issues, etc.

• Serve as technical lead for sophisticated and exciting technical issues and provide support and guidance to the relevant engineering teams for critical issues

• Establish work procedures and processes according to company standards

• Constantly implement and optimize team's processes to improve productivity and efficiency

• Promote self-service plans to reduce the number of cases and improve efficiency

• Continuously supervise and adjust critical metrics to meet company's contractual agreements

• Onboard and mentor new employees, enrich team training and knowledge management processes

• Guide, mentor, and enable development for team members to be a highly motivated and engaged team that delivers exceptional results

• Work closely with Customer Success Teams 

• Push to improve the Workday product, by raising support-related concerns, issues and improvement feedback to all relevant collaborators (Product, R&D, Management)

About You

Basic Qualifications

• 6+ years of hands-on experience as a technical support engineer or as a developer

• 2+ years of managerial experience for a team of 5+ people
   

Other Qualifications

• Natural "Can Do" approach and high sense of urgency and responsiveness

• Experience in providing services to agreed SLA's

• Excellent technical, diagnostic, and problem solving skills with a data driven approach

• Familiar and hands on with a variety of technologies, including databases (MongoDB, SQL), logging and search (Kibana), monitoring tools (Grafana), coding and scripting (Python) and more

• Ability to lead tasks and priorities under high pressure and with a good sense of decision making

• Excellent customer service skills with previous experience in a client facing role

• Strong verbal and written skills and good interpersonal skills

• You are proactive and able to deliver on initiatives

• You demonstrate the interpersonal skills needed to positively influence important issues or decisions in a multi-functional environment

• You have the ability to communicate technical complexity in simple terms to both technical and nontechnical audiences

• Experience supporting team members career growth and development

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

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