Technical Support Delivery Analyst Security

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

Our Platform Security Support team’s goal is to ensure Workday delivers an excellent user experience. You’ll be part of a team that support one another and foster a learning environment where questions are welcome. We are customer-facing and work to ensure that each interaction is handled with a professional demeanor and outstanding level of service. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working against our customers' timelines! Every member of the team understands that open collaboration and multi-functional teamwork are vital to being successful in supporting our clients. Someone on the team once described our mission as “solving a beautiful puzzle” and we take pride in doing so.

About the Role

As a Support Analyst in our Platform Support team, success means you will become highly knowledgeable around the Workday product and various technologies which are used both to build and to solve Workday problems. You will diagnose and analyze highly technical software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple partners through resolution. You will also contribute towards and improve our knowledge base using KCS methodology. Your role is to ensure outstanding customer experience through strong and timely communication on the status of issues as well as work through customer escalations, until an acceptable solution is delivered

Responsibilities (P2):

• Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
• Monitor system performance and availability, identify potential issues, and implement solutions.
• Document support activities and resolutions in the ticketing system.
• Escalate complex issues to senior team members or management and collaborate with other technical teams.
• Perform root cause analysis and provide recommendations for preventing future issues.
• Contribute to knowledge base articles and technical documentation.
• Utilize phone calls and strong soft skills to provide excellent customer support.
• Communicate technical details from multi-functional collaborations clearly to customers.
• Participate in on-call rotations, including scheduled weekend work.

Responsibilities (P3):

• All P2 responsibilities, plus:
• Lead the resolution of critical and complex technical issues.
• Serve as a point of escalation and mentor P2 analysts.
• Develop and implement process improvements for support efficiency.
• Manage and prioritize high-priority incidents.
• Interface with engineering teams to resolve escalated issues.
• Create and maintain detailed system documentation.
• Lead multi-functional collaborations, translating complex technical details for customers.

About You

Basic Qualifications

• 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone, etc.
• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent experience).
• Strong communication and interpersonal skills.

Other Qualifications

• Solid understanding of case handling processes and escalation procedures.
• Ability to work independently and as part of a team.  
• Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
• Solid understanding of operating systems (Windows/Linux), networking fundamentals, and cloud concepts.
• Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus.
• Basic understanding of performance metrics and analysis.
• Experience with scripting languages (e.g., Python, Bash).
• High level understanding of relational databases and SQL servers.
• Experience with log analysis tools (e.g., ELK stack).
• Understanding of load balancing and high availability concepts.
• Excellent analytical, problem solving, and multi-tasking skills.
• Can work in a fast paced, dynamic, and fun team environment.
• Team player who will work across the organization and company to continue improving the way we serve our customers.

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.

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