AI & ML Support Engineer

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

We are seeking a highly skilled AI/ML Support Engineer to join our support team. As a key member of a specialized group, you will provide expert technical assistance and guidance on Workday's AI/ML solutions across all product areas. This role requires deep knowledge of AI/ML technologies, strong problem-solving skills, and a passion for ensuring customer success.

About the Role

Responsibilities:

• Provide advanced technical support for Workday's AI/ML solutions across all product areas
• Serve as an escalation point for complex AI/ML issues from application support teams
• Troubleshoot and resolve issues related to AI/ML model performance, accuracy, and integration
• Analyze data, logs, and system configurations to diagnose and resolve challenging problems
• Collaborate with product and engineering teams to identify and address underlying issues
• Develop and maintain documentation, FAQs, and knowledge base articles for AI/ML support
• Contribute to the training and development of AI/ML support specialists within application teams
• Stay up-to-date with the latest AI/ML technologies and industry best practices

About You

Skills:

• Strong understanding of machine learning algorithms and model training processes
• Familiarity with AI/ML techniques such as deep learning and natural language processing (NLP), along with their practical applications
• Advanced analytical and diagnostic skills to identify the root causes of complex AI/ML issues using system logs and customer configurations
• Experience with performance monitoring tools such as Wavefront and Grafana for analyzing system behavior and identifying bottlenecks
• Proficiency in working with SOAP and REST APIs, including request/response structures, authentication methods, and error handling
• Strong knowledge of XML and JSON data formats, including parsing, validation, and transformation for troubleshooting and data processing
• Experience using Kibana to visualize and analyze log data, identify trends, and troubleshoot system issues
• Ability to write and optimize complex SQL queries to extract, analyze, and validate data for AI/ML models
• Experience with Workday APIs and application connectors, enabling seamless integrations with external systems and ensuring smooth data flow across platforms
• Experience with public cloud services such as AWS (Amazon Web Services), Azure, and Google Cloud Platform (GCP), including managing and troubleshooting cloud-based applications and workloads 
• Understanding of distributed systems and experience working with large-scale data processing frameworks and analytics tools such as Apache Spark, Hadoop, or Snowflake

Qualifications:

• 5+ years of experience in a technical support role, with a focus on AI/ML technologies
• Strong understanding of machine learning algorithms, model training, and evaluation
• Experience troubleshooting and debugging complex systems
• Excellent communication and interpersonal skills

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!