Sr Associate Customer Support Analyst (AI/ML Application Support)

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

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. Workday's Agent Factory is our internal engine that builds, trains, and deploys autonomous AI agents to execute complex HR and Finance workflows, including expense processing, hiring, and workforce scheduling. We partner with core engineering to eliminate bottlenecks, maintain high platform availability, and ensure system reliability for our global customer base.

About the Role

We are seeking a customer-focused Senior Associate Support Analyst to drive incident resolution, root-cause analysis (RCA), and operational optimization across Workday's enterprise platform and autonomous AI agent workflows. In this high-visibility role, you will analyze system metrics, investigate cloud-hosted ML service pipelines, evaluate LLM orchestration layers, and manage critical customer escalations within strict SLAs. You will also partner directly with engineering and data science teams to inform feature iteration and product optimizations. A key part of this role involves evaluating AI quality: reviewing chat histories and AI responses to spot mistakes, figure out why they happened, and turn those insights into simple improvements that make the AI clearer, smarter, and more reliable.

Responsibilities & Capabilities

Enterprise SaaS & Functional Domain Knowledge: Develop a foundational understanding of enterprise SaaS workflows (including Finance, HR, and Payroll) to assist in validating AI logic and verifying expected system behaviour.

AI Concepts: Review AI chat logs and execution outputs to spot incorrect answers, hallucinations, or misunderstandings. Document findings and recurring patterns to support senior team members and engineering in refining prompt logic.

Technical Troubleshooting: Utilize established troubleshooting playbooks, diagnostic dashboards, and monitoring tools to reproduce reported issues, gather relevant logs, and isolate basic software bugs.

Technical Acumen: Run basic database queries (SQL), review application logs, and inspect API payloads to verify data flow, check system state, and assist with basic cloud workflow troubleshooting.

Customer Advocacy: Monitor and respond to incoming support queues, maintain strict SLA commitments, and communicate clearly with users. Provide empathetic, plain-language updates to customers while issues are being investigated.

Incident & Queue Management: Perform initial queue triage, classify issue severity, and route high-impact (P1) incidents to senior analysts or engineering teams using defined escalation pathways. Participate in weekend and holiday on-call rotations with team support.

About You

Basic Qualifications

Work Experience: Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.

Technical & System Operations: Minimum 1 year of hands‑on experience using public cloud platforms (AWS, GCP, or Azure).

Minimum 1 year of experience accessing and reviewing system logs or monitoring tools (e.g., Datadog, Splunk, or cloud-native log viewers).

AI/LLM Familiarity: Experience using, testing, or reviewing Large Language Model (LLM) outputs or prompt structures.

Queue Management: Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.

Other Qualifications

Bachelor's degree in Business Administration, Finance, Human Resources, Management Information Systems (MIS), Data Analytics, Computer Science, Engineering, or a related field (or equivalent practical work experience in software support or system administration).

Demonstrated interest in evaluating conversational AI performance, quality metrics, and output accuracy.

Ability to clearly articulate technical concepts through written and verbal communication.

Strong organizational skills and adaptability to learn complex, evolving technical systems.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an