Sr Associate Support Engineer, Adaptive Planning AI, ML & Platform Operations

Workday; Pune District; Hybrid; INR 1,200,000 - 2,100,000; Full time

Job summary

Workday in Pune is seeking a customer-focused Support Engineer to help with AI/ML and SaaS platforms. You will manage a ticket queue, perform incident resolution, and conduct RCA while coordinating with product and support teams.

The role requires hands-on debugging of AI workflows, experience with cloud services (AWS/GCP), and strong communication skills. Hybrid work with 50% office presence and an 8:00 AM–5:00 PM IST shift, plus weekend on-call rotations.

Qualifications

• Experience in enterprise SaaS support and customer-facing roles.
• Ability to perform incident resolution and RCA in a fast-paced environment.
• Strong debugging skills across backend services and AI workflows.
• Familiarity with cloud platforms and monitoring tools is a plus.

Responsibilities

• Troubleshoot with customers on cases affecting financial data, reporting, and integrations.
• Validate AI responses and assist in troubleshooting processing errors.
• Perform RCA and incident management with established SLAs.
• Write SQL queries to validate backend data integrity and investigate issues.

Skills

Customer-focused

Incident management

Troubleshooting

SQL basics

Tools

Kibana

Grafana

AWS

GCP

SQL

Job description

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, we bring technical rigor, customer empathy, and a spirit of fun to enterprise software. Our support team underpins operational excellence across Workday's digital experience, AI/ML platform, and Agent Factory initiative-our internal engine that builds, trains, and deploys autonomous AI agents to execute complex HR and Finance workflows. Within this broader ecosystem, the Workday Adaptive Planning Support team plays a critical role in empowering our customers to build agile, data-driven financial strategies. We partner directly with core engineering, data science, and product development to eliminate bottlenecks, maintain high platform availability, and ensure system reliability across both traditional SaaS features and next-generation AI workflows for our global customer base.

About the Role

We are seeking a customer-focused Support Engineer who is excited about supporting AI/ML/ SaaS functionality and platforms and passionate about helping customers solve complex problems. In this high-visibility, customer-facing role, you will manage a ticket queue of cases with varying complexity specifically for Adaptive Planning's Financial and Workforce Planning products. You will drive incident resolution, root-cause analysis (RCA), and performance optimization across both Workday Adaptive Planning's enterprise web applications and autonomous AI agent workflows. Partnering closely with product and support analyst teams, you will help customers find timely workarounds and solutions while managing critical escalations within strict SLAs. A key part of this role will also involve hands-on technical debugging and AI evaluation. You will analyze system metrics, debug cloud-hosted ML service pipelines, inspect LLM orchestration layers, review conversation logs, and dig into system traces to spot failure modes - translating those insights into prompt, data, and workflow improvements.

Location & Shift

Location: This position is based in the Workday Pune office. Candidates should be local to the Pune area or willing to relocate.

Hybrid Work: Candidates will be expected to work from the office at least 50% of the time.

Hours: Typical shift will be from 8:00 AM - 5:00 PM IST.

On-Call: Participation in an on-call rotation is required to provide after-hours support when needed.

Key Responsibilities

• Core Planning and Reporting Troubleshooting: Troubleshoot with customers on cases to resolve reported issues with their financial data, reporting, and/or financial integrations.
• Enterprise SaaS & Functional Domain Expertise: Apply foundational knowledge of enterprise applications to validate AI responses and assist in troubleshooting functional processing errors.
• Hands-On AI Evaluation: Review LLM outputs, conversation logs, and execution traces to identify edge cases, hallucinations, and routine failure modes. Perform structured data labeling and report findings to senior engineering staff.
• Technical Troubleshooting & RCA: Assist in root-cause analysis for software defects and pipeline execution failures using monitoring tools like Kibana and Grafana, following established diagnostic runbooks.
• Cloud & LLM Diagnostics: Inspect enterprise AI workflows hosted in public cloud environments (AWS, GCP), helping isolate breakdown points across model hosting services and API gateways.
• Incident & Queue Management: Monitor and triage support queues, enforce SLAs, and process incoming tickets efficiently. Support high-severity incident responses and participate in weekend on-call rotations.
• Customer Communication: Communicate clear technical updates, standard workarounds, and resolution steps to customer IT teams, working with senior support for high-stakes escalations.
• Database & Code Diagnostics: Write standard SQL queries to validate backend data integrity, inspect RES