Technical Customer Support Analyst

Job Description

Your work days are brighter here.

Were 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, were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, youll 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. Were 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, youll do meaningful work with Workmates whove got your back. In return, well 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, youve found a match in Workday, and we hope to be a match for you too.

About the Team

Workdays Customer Support teams are driven by a passion for our products and the success of our customers' User experience. Were a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Pleasanton office

We promote Workdays core values, with Employees being our first This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.

We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.

About the Role

The Workday 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 a Tuesday - Saturday schedule.

What would you do all day?

• Handle a queue of Payroll support cases, prioritizing issues based on severity and customer impact
• Work through exciting problems, motivate change and implement solutions
• Handle time critical issues
• Build solid relationships with our customers
• Collaborate with Product Managers, QA and Development to determine solutions or workarounds
• Balance ownership of existing case load while troubleshooting newly discovered issues
• Maintain your knowledge of new functionality and compliance changes
• Maintain certifications and training as required for the role
• Get involved with initiatives, councils and projects that inspire your passion in support
• Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

Key Responsibilities:

Understand and support our customers in the following areas:

• Country Specific Payroll (United States, United Kingdom, France, Canada, Australia)
• Payroll Integrations
• Payroll Processing, including on cycle, off cycle, and retroactive payments
• Payroll Accounting and Settlements

Once fully trained, regular schedule will be Tuesday - Saturday, 8:00a.m. - 5:00p.m. Costa Rica time.

About You Basic Qualifications:

• 3 years in one of the following: SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment, experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)
• Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
• Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C , Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
• Ability to read and analyze log files
• Basic knowledge of SQL syntax to read existing scripts and queries.

Other Qualifications:

• Demonstrable ability to support or implement HCM, Workforce Management, Payroll or Higher Ed applications
• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
• Ability to collaborate with multiple partners across a diverse organization
• Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.
• Experience building internal and/or external facing documentation (KCS experience a plus)
• Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage
• Previous experience performing in depth log analysis is an advantage
• Previous experience with health monitoring tools is an advantage
• Previous experience using and writing SQL basic queries is an advantage

This role operates in a flex model with at least 50 PERCENT of time spent in office.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

Our Approach to Flexible Work

With Flex Work, were 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 PERCENT ) 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

At Workday, we value our candidates privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

Locations - Flex

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