AI Support Analyst - Incident & QA for Enterprise SaaS

Workday; Myrtle Point (OR); On-site; USD 60,000 - 80,000; Full time

Job summary

Workday is seeking a customer-focused Senior Associate Support Analyst to drive incident resolution and RCA across our enterprise platform and autonomous AI agent workflows. You will collaborate with engineering and data science teams to triage issues and improve AI behavior with clear, actionable feedback.

In this high-visibility role, you will monitor SLA commitments, review AI outputs, run basic SQL queries, and help optimize cloud-based workflows while communicating clearly with customers.

Qualifications

• 1+ year in technical support, customer success, or IT operations.
• Experience with cloud platforms (AWS, GCP, or Azure).
• Experience reviewing system logs or monitoring tools.
• Familiarity with AI/LLM outputs or prompts.
• Experience managing ticketing systems and queues.

Responsibilities

• Triage incidents and perform initial queue management with defined SLAs.
• Review AI chat logs and prompts to spot issues and patterns.
• Run basic database queries (SQL) and inspect logs to verify data flow.
• Collaborate with engineering and data science to inform improvements.
• Provide empathetic, plain-language customer updates during investigations.

Skills

Technical support

Cloud platforms

Logs monitoring

AI/LLM familiarity

Ticket queues

Clear communication

Education

Bachelor's degree

Tools

Datadog

Splunk

Job description

Workday is seeking a customer-focused Senior Associate Support Analyst to drive incident resolution and RCA across our enterprise platform and autonomous AI agent workflows. You will collaborate with engineering and data science teams to triage issues and improve AI behavior with clear, actionable feedback.

In this high-visibility role, you will monitor SLA commitments, review AI outputs, run basic SQL queries, and help optimize cloud-based workflows while communicating clearly with customers.