Technical Customer Support Analyst - HCM

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 Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Costa Rica Office We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone. We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun. About the Role The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes. What would you do all day? Handle a queue of support cases, prioritizing issues based on severity and customer impact. Work through exciting problems, motivate change and implement solutions- Handle time critical issues Build solid relationships with our customers. Collaborate with Product Managers, QA and Development to determine solutions or workarounds. Balance ownership of existing case load while troubleshooting newly discovered issues- Maintain your knowledge of new functionality and compliance changes Maintain certifications and training as required for the role. Get involved with initiatives, councils and projects that inspire your passion in support- Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company. Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World) Key Responsibilities: Understand and support our customers in the following areas: Employee workflows- Staffing Transactions: Hire, Onboarding, Change Job, Termination Form I-9 and E-Verify- Case Management- Knowledge Management- Personal Information About You Basic Qualifications Minimum of 4 years of experience with SaaS Enterprise software (e.g., Workday, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, PeopleSoft, Kronos, Cornerstone, or similar) in a customer support environment. Minimum of 1 year of experience with Object-Oriented Programming languages (e.g., Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift, or similar). Other Qualifications Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS, or Higher Ed applications. Confident communicator, verbally and in writing, who collaborates effectively with business users and peers at all levels and varying technical abilities Basic knowledge of SQL syntax to read existing scripts and queries. Ability to read and analyze log files to troubleshoot technical issues. Basic experience with API clients (e.g., SoapUI, Test Studio, Postman, Bruno). Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!