Technical Customer Support Analyst - Adaptive Planning AI & App Support

About the role

Workday is looking for a customer-focused Support Analyst for its Adaptive Planning platform and its autonomous AI agent workflows. The role bridges traditional SaaS troubleshooting and AI operations, handling case and incident resolution, issue analysis, research and investigation, and operational optimization. It is based in the Workday Heredia, Costa Rica office, with a Tuesday to Saturday, 8am to 5pm shift and a requirement to work from the office at least 50% of the time.

Key responsibilities

• Troubleshoot with customers on cases involving financial data, reporting and financial integrations
• Use knowledge of enterprise SaaS platforms (Finance, HR, Payroll) to validate AI logic and domain behaviour
• Review AI chat logs and execution outputs to catch errors and turn them into prompt and system improvements
• Investigate software bugs and performance bottlenecks using dashboards and monitoring tools
• Use SQL queries, system logs and basic diagnostic scripts to check data integrity, API payloads and cloud workflows
• Manage request queues, meet SLAs and act as a clear point of contact for customer leadership during urgent issues
• Triage high-severity (P1) queues, enforce SLAs and take part in weekend and holiday on-call rotations

Required profile

• Minimum 3 years of experience in technical support, IT operations, software administration or a technical customer-facing role
• Minimum 2 years writing custom scripts or interacting with ML pipelines to troubleshoot issues
• Minimum 2 years conducting root cause analysis on software failures
• Minimum 2 years leading and resolving critical P1 escalations
• Minimum 1 year adjusting, configuring or tuning AI model logic or parameters
• Preferred: Bachelor's degree in a related field; comfort with ambiguous situations; history of dealing with customer executives; familiarity with finance or financial planning software

Required skills

• SQL
• Custom scripting
• Root cause analysis
• Incident management and SLA adherence
• Preferred: Microsoft Excel/Google Workspace