Manager, Technical Support Delivery - Remote Eligible

Technical Support Manager

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Join our team and experience Workday! Working at Workday is a joy, as we're all deeply dedicated to our mission. Our team is committed to infusing enthusiasm and customer-centricity into the world of enterprise applications. While we take our work seriously and put in diligent effort, we also value enjoyment. Our company operates based on this principle daily, and fun is one of our fundamental values. Currently, Workday is seeking a Technical Support Manager to join our Global Support team. As the Support Manager, you will oversee a team who tackles issues faced by customers involving system performance and availability. Your expertise and passion are crucial to elevate the customer experience. The role encompasses ensuring customer success, managing escalations, and leading a highly technical team. You'll play a pivotal role in refining support processes as our company expands. Collaborating across departments is essential to drive performance enhancements derived from the analysis and modeling of application data. This role offers a chance to contribute to critical decisions and take businesses to new heights.

About the Role

We are seeking an experienced Technical Support Manager to lead and elevate our Platform Support team. In this role, you will be responsible for managing a team of skilled support professionals, enabling them to deliver outstanding assistance to our customers. You will collaborate closely with cross-functional teams to drive product excellence, contribute to process improvements, and uphold our commitment to customer satisfaction.

Key Responsibilities:

1. Team Leadership: Lead and mentor a high-performing Technical Support team, fostering a culture of excellence, collaboration, and continuous improvement. Set clear performance goals, conduct regular coaching sessions, and provide timely feedback to team members. Drive professional growth and development opportunities to enhance team members' technical and interpersonal skills.

2. Customer Support: Ensure exceptional customer satisfaction by providing effective, timely, and accurate support for our big data solutions and core reporting framework. Oversee the resolution of complex customer issues, collaborating closely with internal teams to ensure swift problem resolution.

3. Product Knowledge: Develop and maintain an in-depth understanding of our products, services, and technology stack to effectively guide and assist customers.

4. Process Enhancement: Identify opportunities to streamline support processes, improve operational efficiency, and enhance the overall customer experience. Contribute insights to refine product documentation, knowledge base, and support materials.

5. Escalation Management: Act as an escalation point for critical customer issues, ensuring effective communication, resolution, and timely updates to stakeholders.

6. Cross-Functional Collaboration: Collaborate closely with Engineering, Product Management, and Sales teams to communicate customer feedback and contribute to product improvements.

About You

Qualifications: Bachelor's degree in a relevant field; advanced degree is a plus. Proven experience managing and leading support teams in a SaaS environment. Strong understanding of system architecture and technologies used in SaaS environments. Exceptional problem-solving skills with a customer-centric mindset. Excellent communication and interpersonal abilities. Ability to work collaboratively in a fast-paced, dynamic environment. Proficiency in utilizing data analytics tools to derive insights. Familiarity with SaaS business models.

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 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.