Technical Support Engineer - Performance

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

About the Role

• In the role of a Performance Support Analyst, your primary responsibility will be to offer technical assistance to customers and consultants regarding intricate systems within Workday and external applications that interact with Workday through inbound web service requests. Your expertise will be crucial in diagnosing and resolving complex performance issues, as well as effectively communicating and collaborating with various stakeholders throughout the resolution process. Additionally, you will play a vital role in reporting operational issues and product defects to Engineering teams, while ensuring exceptional customer experience through timely and transparent communication regarding issue status and escalations until a satisfactory solution is achieved.
  What would you do all day??
  Work directly with customers to research, troubleshoot, and lead resolution for performance and network connectivity issues in a timely manner.
  Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements.
  Use industry-wide tools like SoapUI and Postman to troubleshoot XML and REST based web service requests
  Use Splunk, Kibana, and other network tools to troubleshoot performance and connectivity issues 
  Clearly and succinctly document communications to customers using our issue management system.
  Test customer problems and log issues to development, working with developers to determine a solution.  
  Replicate and verify customer problems and log issues to development.
  Collaborate with Development, QA and other Technical Analysts to research, identify and validate issue resolutions. 
  Effectively prioritize and escalate customer issues as required.
  Participate in our 24X7 global coverage plan.

About You

• Basic Qualifications
  2+ years experience with HCM, Payroll, or Financials ERP applications
  PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and On-Premise ERP systems
  Three or more years of experience as a customer support specialist for enterprise software applications, Software as a Service companies
  Three or more years of experience with web services / API 
  Other Qualifications
  Understanding of object-oriented and relational model concepts
  Understanding of XML, REST, JSON, XSLT, SFTP, and Transport Security concepts
  Possess excellent verbal and written communication skills.
  Able to absorb new technologies and features quickly.
  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.

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