Technical Support Engineer (Contract Management and Document Intelligence)

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

Our mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company’s superhero.

We create innovative AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and handle risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.

By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.

The Contract Management and Document Intelligence 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. Our team is expanding globally and we’re excited to open new opportunities on the team.

About the Role

As a Technical Support Engineer, 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 Engineer 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. This role requires someone who is empathetic, has great communication skills, and enjoys collaborating cross-functionally with other teams.

What You’ll Do:

• 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 and engineering teams to become an expert on new features acting as the go-to person for internal and external questions

• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

About You

Basic Qualifications

• 4+ years customer service experience required with a focus on troubleshooting technical issues in SaaS or software environments
• Working knowledge and understanding of HTML, XML, JSON, and JavaScript
• Proficiency in working with REST APIs, including request/response structures, authentication methods, and error handling as well as SSO
• Experience with Support tools and related tools such as Zendesk, Jira, Salesforce, etc.

Other Qualifications

• 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 writing knowledge base articles, ideally in a technical position

• Experience troubleshooting and debugging complex systems

• Ability to analyze data, logs, and system configurations to diagnose and resolve challenging problems using tools such as Grafana, Sentry, OpenSearch, and pgAdmin

• Working knowledge and understanding of Python and AWS is a plus

• Knowledge and understanding of machine learning algorithms, NLPs, prompt writing, and model training processes is a plus

• Knowledge of deep learning frameworks and LLM frameworks is a plus

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Location: This position is based in the Workday Costa Rica office working in our flex (hybrid) model. The Shift is 10am - 7pm local time.

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!