Customer Support Analyst, AI ML Application Support
Core
Drive incident resolution, root-cause analysis, and operational optimization for Workday's enterprise platform and autonomous AI agent workflows.
Role type
Senior IC customer support analyst (AI/ML platform)
Builds
Autonomous AI agents for HR and Finance workflows (expense processing, hiring, scheduling)
Domain
Enterprise SaaS (HR/Finance) + AI/ML Operations
Deliverable
production ML models
Required skills
Cloud troubleshooting (AWS/GCP/Azure), SQL, LLM evaluation, incident triage, SLA management, API payload analysis
Preferred skills
Prompt engineering, database query optimization, weekend on-call availability
Technologies
AWS, GCP, Azure, SQL, LLM orchestration layers
Responsibilities
Investigate software bugs and system performance bottlenecks using dashboards; Review AI chat logs and execution outputs to identify hallucinations or errors; Manage high-severity (P1) support queues and enforce SLAs; Partner with engineering to inform feature iteration; Validate AI logic against functional workflows.
Seniority
Senior, hands-on IC
