Senior Associate Customer Support Analyst – AI/ML Application Support

About the role

We are looking for a Senior Associate Customer Support Analyst to provide AI/ML application support for Workday’s enterprise platform. The role focuses on incident resolution, root‑cause analysis, and operational optimization of autonomous AI agents that automate HR and Finance workflows.

Key responsibilities

• Drive incident resolution and manage critical customer escalations within defined SLAs.
• Perform root‑cause analysis (RCA) on system failures and AI agent errors.
• Analyze system metrics and monitor cloud‑hosted machine‑learning service pipelines.
• Evaluate large‑language‑model (LLM) orchestration layers and AI chat logs to identify hallucinations or incorrect responses.
• Collaborate with engineering and data‑science teams to feed insights into product improvements.
• Validate AI logic against enterprise SaaS workflows such as Finance, HR, Payroll, Time Tracking and Planning.

Required profile

• Senior‑level experience in technical support or SaaS operations.
• Strong customer focus with ability to handle high‑visibility escalations.
• Understanding of enterprise HR and Finance processes.
• Ability to work cross‑functionally with engineering and data‑science teams.

Required skills

• Incident resolution and SLA management.
• Root‑cause analysis (RCA).
• Cloud‑hosted ML service pipeline monitoring.
• LLM orchestration layer evaluation.
• AI chat‑log review for hallucinations and incorrect answers.
• Enterprise SaaS workflow knowledge (Finance, HR, Payroll, Time Tracking, Planning).

What we offer

• Opportunity to shape AI‑driven enterprise solutions.
• Collaboration with a Fortune 500 technology leader.
• Supportive culture built on integrity, empathy and innovation.