Sr Associate Technical Support Analyst - Adaptive Planning AI & App Support

About the role

Workday is looking for a Senior Associate Support Analyst to drive case and incident resolution, issue analysis, research and investigation, and operational optimization across its Adaptive Planning platform and its autonomous AI agent workflows. The role bridges traditional SaaS troubleshooting and AI operations, manages a case queue of varying complexity including escalations within strict SLAs, and works closely with Support Engineers and Product Management. It is based in the Workday Heredia, Costa Rica office, with a typical Monday to Friday shift from 12pm to 9pm and an on-call rotation.

Key responsibilities

• Troubleshoot with customers on cases involving financial data, reporting and financial integrations
• Review AI chat logs and execution outputs to spot errors, document patterns and help refine prompt logic
• Use troubleshooting playbooks, diagnostic dashboards and monitoring tools to reproduce issues, gather logs and isolate basic bugs
• Run basic SQL queries, review application logs and inspect API payloads to check data flow and system state
• Monitor and respond to support queues, keeping SLAs and communicating clearly with users
• Triage issues, classify severity and route P1 incidents to senior analysts or engineering teams

Required profile

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration or a technical internship
• Experience with public cloud platforms (AWS, GCP or Azure) and with system logs or monitoring tools such as Datadog or Splunk
• Experience with ticketing systems, support queues or prioritized task workflows
• Familiarity with LLMs, LLM outputs or prompts; preferred: a bachelor's degree in a related field and comfort with ambiguous situations

Required skills

• SQL
• AWS, GCP or Azure
• Datadog, Splunk or similar monitoring tools
• Microsoft Excel / Google Workspace