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

Workday, Inc.; Pune District; Hybrid; INR 500,000 - 900,000; Full time

Benefits offered by this job

Hybrid work options

Job summary

Workday, Inc. in Pune, India is seeking a technical support professional to join our customer success team. You'll troubleshoot issues, educate customers on features, and contribute to knowledge base.

This role requires 1 year of experience in SaaS support, strong English communication, and the ability to handle multiple tickets. It offers hybrid work with 50% in-office presence, a 11am–8pm IST shift, and a collaborative environment.

Qualifications

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Strong verbal and written English communication skills and SaaS/tech experience.

Responsibilities

• Case Management: troubleshoot and resolve functional and technical issues via the customer portal.
• Technical Triage: identify bugs and coordinate with Development/Product teams to fix them.
• Consultative Support: educate customers on features to meet business needs.
• Knowledge Creation: write/update Help articles and documentation for Workday Community.
• Tactical Configuration: perform routine admin tasks like password resets and permission updates.
• Bug Documentation: document Steps to Reproduce for Engineering.
• RCA: create root cause analyses for critical/high-impact tickets.
• Knowledge Base Contribution: translate solved tickets into Self-Service articles.

Skills

Technical support

Customer success

IT operations

Software administration

Tools

Ticketing systems

Support queues

Prioritized task workflows

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.

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

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.

Workday Commitment to Accommodation and Policy

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 accommodations, 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.

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 supplied 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.

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

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