Technical Product Support Engineer (Level 3 Software Support) 12:00pm - 9:00pm CST at Workday

Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Enterprise SoftwareIndustries

Requirements

5+ years’ experience in a Support related role with 2+ years’ experience as a support engineer, preferred in an enterprise software product
Experience managing highly escalated cases across multiple enterprise customer accounts
Working knowledge of Linux, SQL, DBMS, and any of the following: Java, .NET, C#, or any other programming language
Excellent analytical skills and ability to come up with solutions / workarounds to complex problems
Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability
Proactive, empathetic, team player who is responsive to customer needs and concerns
Have attention to detail and deep understanding of support best practices
Experience collaborating with internal development and/or QA teams, acting as a customer advocate
Previous experience or knowledge of finance and/or financial planning software applications or integrations
Technical skills: Web Services / API, ETL, Pentaho, Integration Implementation or Support, Jenkins & Git, K8s and Docker, ELK / any log aggregation tool, JavaScript
Based in the Workday Heredia office and expected to work from the office at least 50% of the time
Typical shift from 12:00pm - 9:00pm CST
Participate in on-call rotation to provide weekends, holidays and after-hours support when needed

Responsibilities

Works closely with product development and support analyst teams to help customers find workarounds and solutions to product issues
Managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Financial Planning, Reporting, and Integration products
Making sure that customers get timely updates

Skills

Key technologies and capabilities for this role

SaaSCustomer SupportTicket ManagementFinancial PlanningReportingIntegrationProgramming

Questions & Answers

Common questions about this position

What is the work location and schedule for this role?

This position is based in the Workday Heredia office, with candidates expected to work from the office at least 50% of the time. The typical shift is from 12:00pm - 9:00pm CST, and it includes participation in an on-call rotation for weekends, holidays, and after-hours support.

What are the basic qualifications for this position?

Candidates need 5+ years’ experience in a support-related role, with 2+ years as a support engineer preferably in enterprise software, experience managing highly escalated cases across multiple enterprise accounts, and working knowledge of Linux, SQL, DBMS, and programming languages like Java, .NET, or C#.

What is the company culture like at Workday?

Workday's culture is rooted in integrity, empathy, and shared enthusiasm, with a focus on collaboration, tackling big challenges with bold ideas, and supporting each other. They seek curious minds and courageous collaborators who bring optimism and drive, providing trust, tools for growth, and long-term investment in employees.

What salary or compensation does this role offer?

This information is not specified in the job description.

What makes a strong candidate for this Technical Product Support Engineer role?

A strong candidate has experience in SaaS support organizations, enjoys working with customers, understands programming, has worked on SaaS-based enterprise web applications, and demonstrates excellent analytical skills, communication abilities, and a proactive, empathetic team-player attitude.

Workday

Cloud applications for finance and HR management

About Workday

Workday provides enterprise cloud applications that focus on finance and human resources for medium to large-sized businesses across various industries. Its main products include Workday Human Capital Management, Workday Financial Management, Workday Adaptive Planning, and Workday Student, which help organizations manage their workforce and streamline financial operations. The software operates on a subscription model, allowing clients to pay a recurring fee based on the number of users and specific modules needed. This model supports continuous updates and improvements to the software. Workday stands out from competitors due to its strong emphasis on customer satisfaction and employee engagement, offering tools like Workday Peakon Employee Voice to enhance workforce experience. The company's goal is to provide essential tools that improve operational efficiency and support businesses in managing their human resources and financial operations effectively.

Pleasanton, CaliforniaHeadquarters

2005Year Founded

$209.4MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Flexible Work Hours

Hybrid Work Options

Performance Bonus

Stock Options

Professional Development Budget

Conference Attendance Budget

Risks

Emerging HR tech startups like Buk could challenge Workday's market share.

Dependency on third-party platforms like Udemy may complicate service delivery.

Strategic shifts under new leadership could disrupt existing customer relationships.

Differentiation

Workday is a leader in cloud-based HCM and ERP solutions for large enterprises.

The company offers a subscription model ensuring steady revenue and continuous software updates.

Workday's focus on employee engagement tools like Peakon sets it apart in the market.

Upsides

Increased demand for cloud HCM solutions boosts Workday's market potential.

AI-driven analytics enhance Workday's financial management offerings with predictive insights.

Workday's partner ecosystem expansion, like with MetLife, opens new customer opportunities.

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