Sr Associate Technical Support Delivery Analyst - (Tuesday - Saturday Shift)

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 Contract Management and Document Intelligence product., we create innovative AI technology that make contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and handle risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.

This is not “just another” customer service role. We are contract management experts!

The Contract Management and Document Intelligence Support Team is responsible for providing customer support and service to the Workday CLM and CI customers. We are passionate about customer service, innovation, and excellence. We are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers. Our team is expanding globally and we’re excited to open new opportunities on the team.

Behind every extraordinary product is an outstanding team. Our experts don’t just deliver customer service; we deliver the Workday Experience.

At Workday, both Employee and Customer happiness is fundamental.

About the Role

We work with a mix of customer use-cases as we cover multiple contract management modules globally. Success in this role relies on determining where to take action and who to involve to get the best and most time efficient outcomes. Balancing multiple issues with competing priorities will become second nature. No two days are the same, so if you are looking for a fast paced, collaborative role where you will be consistently challenged while growing, learning and developing, this is a phenomenal fit.

We are looking to hire for a 12:00pm to 9:00pm Tuesday - Saturday schedule.

Key Responsibilities

• Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
• Partner with our product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for our customers
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
• Create and review KCS articles for our Knowledge
• Collaborate with product and engineering teams to become an expert on new features acting as the go-to person for internal and external questions
• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

• Once fully trained, regular schedule will be Tuesday - Saturday, 12:00p.m. - 9:00p.m. Costa Rica time

About You

Basic Qualifications

• 3+ years customer service experience required with a focus on troubleshooting technical issues in SaaS or software environments
• Exceptional communication skills, highly organized, and customer intuitive
• Experience troubleshooting and debugging complex systems
• Basic knowledge of SQL syntax to read existing scripts and queries
• Proficiency in working with REST APIs, including request/response structures, authentication methods, and error handling as well as SSO
• Basic knowledge and understanding of machine learning algorithms, NLPs, prompt writing, and model training processes

Other Qualifications

• Experience with Support tools and related tools such as Salesforce, Jira, Confluence, etc.
• Solid understanding of case handling processes and escalation procedures
• Experience building internal and/or external facing documentation (KCS experience a plus)
• Highly collaborative with a team-first mindset; you can work effortlessly and effectively across all departments
• Knowledge of deep learning frameworks and LLM frameworks is a plus
• Knowledge of contracts and contract processing will be considered a plus

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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