Sr Associate Paradox Technical Support Engineer

Workday, Inc.; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Workday Pune office is seeking a Paradox Customer Support Engineer to investigate and resolve time-sensitive, business-critical issues for customers worldwide. You will work in a shift-based environment with a focus on complex configurations, APIs, and data investigations, ensuring reliable 24x7 coverage and effective collaboration with product teams.

The role requires 2+ years in technical support, strong SQL and REST API capabilities, and experience validating XML/JSON/CSV formats.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
• 2+ years in technical support or a similar role.
• 1+ years of validating XML, JSON, and CSV formats for syntax and encoding errors.
• 1+ years of experience with JIRA, Microsoft Office, and Visual Studio Code or similar software.
• 1+ years of experience focusing on data-driven decision-making.

Responsibilities

• Troubleshoot complex account configurations, APIs, Job Feeds, and databases to resolve complex cases efficiently.
• Reproduce production issues and communicate workarounds.
• Writing and executing SQL queries for data investigation.
• Performing mass updates requests via Public API for customers.
• Configure client SSO, sFTP, and SSH security protocols.
• Partner with Product Managers on feature gaps and Development on code-level bug fixes.
• Triage other service requests via support cases and determine correct routing.
• Communicate effectively, balance immediate and long term needs, and understand when to escape critical issues to key stakeholders.
• Maintain internal Technical Documentation which includes Internal Troubleshooting Guides and important details regarding specific account configurations.
• Complete monthly product training and daily knowledge refreshes to maintain subject matter expertise.
• Consistently demonstrate knowledge‑sharing to internal team members.

Skills

Technical support

SQL queries

REST APIs

XML/JSON/CSV validation

JIRA

Data-driven decisions

Communication skills

AWS

Education

Bachelor's degree in Computer Science / IT

Tools

JIRA

Microsoft Office

Visual Studio Code

Postman

Bruno

AWS (Athena/S3)

Datadog

Twilio

Sendgrid

GitHub

Salesforce

Job description

About the Company

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

Workday's Paradox Customer Support teams are driven by a passion for our product and the success of our customer's experience. We're a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing office! We promote Workday's core values, with 'Employees' being our first! This is how we 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 Paradox 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.

Location: This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self‑relocate. Candidates will be expected to work from the office at least 50% of the time. The Engineer will be on a shift rotation schedule alternating between the early and late shifts. The schedule for this role is Shift 2(11am - 8pm IST).

Roles & Responsibilities

• Troubleshoot complex account configurations, APIs, Job Feeds, and databases to resolve complex cases efficiently.
• Reproduce production issues and communicate workarounds
• Writing and executing SQL queries for data investigation.
• Performing mass updates requests via Public API for customers.
• Configure client SSO, sFTP, and SSH security protocols.
• Partner with Product Managers on feature gaps and Development on code-level bug fixes.
• Triage other service requests via support cases and determine correct routing.
• Communicate effectively, balance immediate and long term needs, and understand when to escape critical issues to key stakeholders.
• Maintain internal Technical Documentation which includes Internal Troubleshooting Guides and important details regarding specific account configurations.
• Complete monthly product training and daily knowledge refreshes to maintain subject matter expertise.
• Consistently demonstrate knowledge‑sharing to internal team members.

About You

Basic Qualifications

• Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).
• 2+ years in technical support or a similar role.
• 1+ years of experience validating XML, JSON, and CSV formats for syntax and encoding errors.
• 1+ years of experience with JIRA, Microsoft Office, and Visual Studio Code or similar software.
• 1+ years of experience focusing on data‑driven decision-making.

Other Qualifications

• Skilled in JPath and JMESPath for building and transforming high‑volume job feed integrations.
• Exceptional written, verbal, and asynchronous communication skills.
• Skilled in writing complex SQL queries to analyze relational databases and identify discrepancies in reported cases.
• Skilled using Postman or Bruno to construct RESTful API calls.
• Experience with AWS (Athena/S3), Datadog, Twilio, Sendgrid, Github, and Salesforce or similar tools.
• Skilled with AI troubleshooting tools and LLM observability platforms.
• Strong technical troubleshooting skills with the ability to investigate, diagnose, and deliver solutions for complex account configurations and production issues.
• Proven excellence in customer support, acting as a trusted advisor to deliver time‑sensitive, business‑critical solutions.
• Proven ability to manage prioritization by effectively balancing immediate and long‑term needs while understanding when to escape critical issues.
• Commitment to teamwork and collaboration, including supporting colleagues, sharing knowledge, and partnering with Product and Development teams.
• Working knowledge of recruiting platforms

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Read more below to learn more on our stance on being a proud equal opportunity workplace, pay transparency and accommodation support.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision‑making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodation, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [e-mail], as far in advance as possible.