Manager, Technical Support Delivery - Paradox (12pm-9pm)

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 It’s fun to work in a company where people truly believe in what they’re doing. At Workday, we’re committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we’re serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun. Our global support team works closely with product management, development and quality assurance teams to ensure we’re providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers’ timelines! About the Role As a Technical Support Delivery Manager, you will lead a team in providing technical support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution. About You Key Responsibilities: Team Leadership & Development: Coach, mentor, and foster the growth of technical support analysts and engineers, ensuring high engagement and continuous skill development. Incident & Escalation Management: Serve as a point of escalation for critical customer issues, coordinating cross-functional efforts to achieve rapid resolution. Cross-Functional Collaboration: Act as the bridge between Support, Product Management, and Engineering to advocate for product defects, design, and smoother customer experiences. Operational Excellence: Monitor and drive key performance indicators (KPIs) such as Backlog, Customer Satisfaction (CSAT), and Time to Resolution (TTR). Process Improvement: Identify bottlenecks in the support lifecycle and implement data-driven strategies to optimize workflow efficiency. Basic Qualifications: 4+ years of experience leading or managing technical support or software engineering teams. 2+ years of customer support engineering experience providing technical support for enterprise software applications (e.g., Workday, Oracle, SAP, NetSuite, Zuora, Infor, Taleo, PeopleSoft, Kronos, Cornerstone, or similar). Other Qualifications: Demonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations) . Ability to generate a sense of urgency and rally appropriate resources. Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills Ability to mentor, coach and lead a team to success. Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes. Ability to balance multiple priorities and communicate across diverse teams within the organization. Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities. Solid understanding of case handling processes and escalation procedures. 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. Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law. Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law. If you require a reasonable accommodation, you may email accommodations@workday.com, as far in advance as possible. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.