Technical Support Delivery Analyst (Workday CLM and CI)

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 on a mission to change how companies interact with their most important legal documents, their incoming and outgoing contracts. We have developed artificial intelligence (AI) algorithms to help companies rapidly and accurately mine contracts for data. Our AI understands meaning and context in legal language, virtually eliminating the need to screen contracts. It helps companies to organize, understand, and extract data from their contracts.

The Support Team is responsible for providing customer support and service to the Workday CLM and CI customers. We are passionate about customer service, innovation, and excellence. We are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

About the Role

As a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering and Data Science teams, and collaborate with multiple stakeholders through resolution. The Technical Support Delivery Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered. You will also be a contributor to our Knowledge Center.  You will:

• Partner with customers to effectively resolve issues through email communications, adapting to fluctuations in the volume of incoming inquiries
• Partner with our product, engineering, and data science teams to identify and diagnose software issues to fix and improve the product experience for our customers
• Communicate thoughtful, empathetic, and complete resolutions tailored to each customer, enabling them to grow better
• Create and review articles and FAQs within our Knowledge Center in line with our review process schedule; modify articles as needed to ensure accuracy
• Collaborate with product/engineering teams to become an expert on new features acting as the go-to person for internal and external questions

About You

Basic Qualifications

Skills/Qualifications:

• 4+ years of experience in a Technical Support role in SaaS
• Highly collaborative with a team-first mindset; you can work effortlessly and effectively across all departments
• Exceptional communication skills, highly organized, and customer intuitive
• Experience with Support tools and related tools such as Zendesk, Jira, Salesforce, etc.
• Experience writing knowledge base articles, ideally in a technical position
• Proficiency in working with REST APIs, including request/response structures, authentication methods, and error handling as well as SSO
• Knowledge and understanding of machine learning algorithms, NLPs, prompt writing, and model training processes
• Experience with Python, deep learning frameworks and LLM frameworks is a plus
• Experience troubleshooting and debugging complex systems

Other Qualifications

• Knowledge of rest APIs and SSO preferred
• Knowledge of AI and LLMs preferred
• BA/BS degree or higher from an accredited university

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!