Sr Associate Paradox Technical Support Engineer
Your work days are brighter here.
We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.
About the Team
Workday’s Paradox Customer Support teams are driven by a passion for our product and the success of our customer's experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing office!We promote Workday’s core values, with ‘Employees’ being our first! This is how we empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.
About the Role
About the Role
The Workday Paradox Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.
Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.
Location: This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. Candidates will be expected to work from the office at least 50% of the time. The Engineer will be on a shift rotation schedule alternating between the early and late shifts. The schedule for this role is Shift 2(11am - 8pm IST).
Roles & Responsibilities
· Troubleshoot complex account configurations, APIs, Job Feeds, and databases to resolve complex cases efficiently.
· Reproduce production issues and communicate workarounds
· Writing and executing SQL queries for data investigation.
· Performing mass updates requests via Public API for customers.
· Configure client SSO, sFTP, and SSH security protocols.
· Partner with Product Managers on feature gaps and Development on code-level bug fixes.
· Triage other service requests via support cases and determine correct routing.
· Communicate effectively, balance immediate and long term needs, and understand when to escalate critical issues to key stakeholders.
· Maintain internal Technical Documentation which includes Internal Troubleshooting Guides and important details regarding specific account configurations.
· Complete monthly product training and daily knowledge refreshes to maintain subject matter expertise.
· Consistently demonstrate knowledge-sharing to internal team members.
About You
Basic Qualifications
- Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).
- 2+ years in technical support or a similar role.
- 1+ years of experience validating XML, JSON, and CSV formats for syntax and encoding errors.
- 1+ years of experience with JIRA, Microsoft Office, and Visual Studio Code or similar software.
- 1+ years of experience focusing on data-driven decision-making.
Other Qualifications
- Skilled in JPath and JMESPath for building and transforming high-volume job feed integrations.
- Exceptional written, verbal, and asynchronous communication skills.
- Skilled in writing complex SQL queries to analyze relational databases and identify discrepancies in reported cases.
- Skilled using Postman or Bruno to construct RESTful API calls.
- Experience with AWS (Athena/S3), Datadog, Twilio, Sendgrid, Github, and Salesforce or similar tools.
- Skilled with AI troubleshooting tools and LLM observability platforms.
- Strong technical troubleshooting skills with the ability to investigate, diagnose, and deliver solutions for complex account configurations and production issues.
- Proven excellence in customer support, acting as a trusted advisor to deliver time-sensitive, business-critical solutions.
- Proven ability to manage prioritization by effectively balancing immediate and long-term needs while understanding when to escalate critical issues.
- Commitment to teamwork and collaboration, including supporting colleagues, sharing knowledge, and partnering with Product and Development teams.
- Working knowledge of recruiting platforms
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!