Technical Support Engineer - Performance and Availability

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

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun!

About the Role

Workday is seeking a Performance and Availability Support Engineer to help ensure the reliability, scalability, and responsiveness of our platform architecture. In this role, you will analyze logs and performance metrics, tune configurations and queries, and debug service pipelines to prevent and resolve production issues. Success requires a solid foundation in distributed systems, memory and indexing behavior, structured troubleshooting, and the ability to drive clear root-cause analysis and preventative improvements across a complex enterprise platform.

You will be part of a team that underpins Workday’s operational excellence by maintaining the health of critical infrastructure and applications. We proactively detect and eliminate performance bottlenecks, minimize downtime, and optimize system efficiency using advanced monitoring, disciplined engineering practices, and close collaboration with partner teams. Our charter is continuous improvement — strengthening reliability, evolving support methodologies, and delivering a consistently high-quality experience for customers and stakeholders. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution.

Key Areas of Responsibility

• Resolve performance and availability incidents within defined SLAs using structured troubleshooting and system diagnostics
• Monitor platform health and performance, proactively identify degradation risks, and implement corrective actions
• Document investigations, actions, and resolutions with clear, reproducible detail in the case system
• Escalate and collaborate cross-functionally on complex issues with engineering or senior support teams
• Perform root-cause analysis and drive preventative recommendations to improve platform stability
• Contribute to runbooks, knowledge base content, and technical documentation for recurring issues and best practices
• Communicate clearly with customers and stakeholders, translating complex technical findings into understandable terms
• Participate in on-call rotations, including weekends, to ensure continuous support coverage
• Lead the resolution of high-severity incidents and act as the point of escalation for customers
• Identify and implement improvements in support processes, monitoring, and incident response workflows
• Partner with engineering to drive fixes, design improvements, and long-term reliability initiatives
• Maintain accurate system documentation and operational procedures
• Facilitate cross-team collaboration during incidents and communicate updates and outcomes to customers and leadership

About You

Basic Qualifications

• At least 2 years of experience in customer support engineering for enterprise software environments, providing technical support for SaaS or on-premise platforms such as Oracle, SAP, Netsuite, Zuora, Infor, Taleo, PeopleSoft, Kronos, or similar systems. 
• A bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience, is required.

Other Qualifications

• Solid understanding of case handling workflows and escalation procedures
• Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
• Strong fundamentals in operating systems (Windows/Linux), networking, and cloud concepts
• Understanding of XML, REST, JSON, and File Transport concepts
• Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus
• Familiarity with scripting languages such as Python or Bash to automate tasks, analyze logs, and build troubleshooting utilities

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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