Sr Associate Technical Support Delivery Analyst (11am - 8pm IST)

Workday; Pune District; On-site; INR 400,000 - 700,000; Full time

Job summary

Workday Pune is seeking an experienced technical support specialist to help customers maximize their use of our SaaS platform. You will troubleshoot issues, guide users, and collaborate with engineering to resolve bugs, while delivering exceptional service.

You’ll manage tickets, write knowledge articles, and contribute to a fast-paced, global team. The role requires strong English communication and a customer-first mindset, with flexibility for shifts.

Qualifications

• 1+ year of experience in technical support, IT operations, software administration, or a technical internship.
• 1+ year of experience managing ticketing systems, support queues, or prioritized task workflows.

Responsibilities

• Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal.
• Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them.
• Consultative Support: Educate customers on how to use specific features to meet their business needs.
• Knowledge Creation: Write and update Help articles and documentation for the Workday Community.
• Routine administrative tasks such as resetting passwords, updating permission sets, or minor CEM text edits.
• Document RCA and Steps to Reproduce for engineering tickets; create Self-Service articles from solved tickets.

Skills

Technical support

Customer success

IT operations

Software administration

SaaS experience

Tools

Ticketing systems

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

Do you have exceptional customer service skills and an aptitude for technology?

Do you enjoy solving problems efficiently and effectively?

Are you action-oriented and results-driven?

We're a high performance culture with laser focus on building world class products and a team that our clients love. Our flagship product, Olivia, is the AI assistant helping companies around the world reimagine the way they hire: conversations instead of job applications, automated interview scheduling, and so much more.

In this role, you'll have the opportunity to provide support excellence to customer to ensure their success with Paradox solutions. You'll educate clients on best practices, provide support and resolve product questions, and provide guidance to help our clients maximize their hiring results.

Sound like your ideal job? We want to hear from you!

About the Role

Responsibilities:

• Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal.
• Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them.
• Consultative Support: Educate customers on how to use specific features to meet their business needs.
• Knowledge Creation: Write and update "Help" articles and documentation for the Workday Community.
• Tactical Configuration : Performing routine administrative tasks that don't require a TAM's architectural oversight, such as resetting passwords, updating permission sets, or minor CEM text edits.
• Bug Documentation: When a true system error is found, the Support role is responsible for documenting "Steps to Reproduce" for the Engineering team. Creation of RCA (root cause analysis) for critical or high impact tickets.
• Knowledge Base Contribution: Translating solved tickets into "Self-Service" articles so customers can find answers faster next time.

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 Analyst will be working Shift 2 (11am - 8pm IST).

About You

Basic Qualifications

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.

Other Qualifications

• Prior experience in the recruiting, staffing, or HR industry preferred
• Strong verbal and written English communication skills
• Demonstrated experience delivering exceptional technical support in a SaaS or technology company
• Strong technology skills, able to quickly learn new software
• Proven ability to handle multiple priorities/projects/accounts at once
• An innate desire to help, understand and find solutions

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 we’ve become rather that we have.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential fun