Technical Support Delivery Analyst - Remote Eligible

Performance And Availability Support Analyst

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.

About the Team

The Performance and Availability Support team is the backbone of our operational excellence, ensuring the continuous health and optimal performance of our critical infrastructures and applications. We are a dynamic and proactive group dedicated to maintaining high availability, minimizing downtime, and delivering exceptional support. Our team leverages cutting-edge monitoring tools, advanced troubleshooting techniques, and collaborative problem-solving to identify and resolve performance bottlenecks, prevent incidents, and optimize system efficiency. We are committed to continuous improvement, driving innovation in support methodologies, and providing a reliable and responsive support experience for our internal and external stakeholders.

About the Role

In this role, you will provide technical support to customers and consultants on complex products and systems. You will monitor, diagnose, and troubleshoot highly technical and sophisticated software and infrastructure issues, report operational and performance issues to Engineering teams, and collaborate with multiple stakeholders through resolution. The Performance and Availability Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

Responsibilities (P2):

• Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
• Monitor system performance and availability, identify potential issues, and implement solutions.
• Document support activities and resolutions in the ticketing system.
• Escalate complex issues to senior team members or management and collaborate with other technical teams.
• Perform root cause analysis and provide recommendations for preventing future issues.
• Contribute to knowledge base articles and technical documentation.
• Utilize phone calls and strong soft skills to provide excellent customer support.
• Communicate technical details from multi-functional collaborations clearly to customers.
• Participate in on-call rotations, including scheduled weekend work.

Responsibilities (P3):

• All P2 responsibilities, plus:
• Lead the resolution of critical and complex technical issues.
• Serve as a point of escalation and mentor P2 analysts.
• Develop and implement process improvements for support efficiency.
• Manage and prioritize high-priority incidents.
• Interface with engineering teams to resolve escalated issues.
• Create and maintain detailed system documentation.
• Lead multi-functional collaborations, translating complex technical details for customers.

About You

Basic Qualifications

• 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone, etc.
• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent experience).
• Strong communication and interpersonal skills.

Other Qualifications

• Solid understanding of case handling processes and escalation procedures.
• Ability to work independently and as part of a team.
• Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
• Solid understanding of operating systems (Windows/Linux), networking fundamentals, and cloud concepts.
• Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus.
• Basic understanding of performance metrics and analysis.
• Experience with scripting languages (e.g., Python, Bash).
• High level understanding of relational databases and SQL servers.
• Experience with log analysis tools (e.g., ELK stack).
• Understanding of load balancing and high availability concepts.
• Excellent analytical, problem solving, and multi-tasking skills.
• Can work in a fast paced, dynamic, and fun team environment.
• Team player who will work across the organization and company to continue improving the way we serve our customers.

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.