Customer Support Analyst (AI/ML Application Support )

We are seeking a customer-focused Support Analyst to drive incident resolution, root-cause analysis (RCA), and operational optimization across Workday’s enterprise platform and autonomous AI agent workflows. In this high-visibility role, you will analyze system metrics, investigate cloud-hosted ML service pipelines, evaluate LLM orchestration layers, and manage critical customer escalations within strict SLAs. You will also partner directly with engineering and data science teams to inform feature iteration and product optimizations. A key part of this role involves evaluating AI quality: reviewing chat histories and AI responses to spot mistakes, figure out why they happened, and turn those insights into simple improvements that make the AI clearer, smarter, and more reliable.

Key Responsibilities

Enterprise SaaS & Functional Domain Expertise: Use deep knowledge of enterprise SaaS platforms (including Finance, HR, and Payroll) and cross-functional workflows to validate AI logic and evaluate domain-specific system behavior

AI Concepts - Review AI chat logs and execution outputs to catch incorrect answers, hallucinations, or misunderstandings, turning findings into prompt and system logic improvements.

Technical Troubleshooting - Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.

Technical Acumen - Use database queries (SQL), system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows.

Customer Advocacy - Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks. Acting as a clear, reassuring point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language.

Incident & Queue Management: Triage high-severity (P1) support queues, enforce SLAs, and prioritize critical outages over routine inquiries. Participate in weekend and holiday on-call rotations for continuous coverage.