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

The team is responsible for providing technical support and service to all of Workday’s customers. Providing global 24x7 support and acting as the first line of technical support to both internal and external collaborators. The role requires close collaboration with almost every team in Workday, from R&D and Product, through Customer Success and Sales and as such requires someone to develop a deep and detailed understanding of the Workday products and its system architecture.

About the Role

We are looking for a passionate hands-on technical leader to lead a team of technical support specialists. You are a leader, as well as a technical coach and mentor with a growth mindset who is able to use your technical expertise to support the business and grow the team, find opportunities for change, and work with your partners to ensure sustainable business success for Workday.

Responsibilities:

• Lead a team of technical support specialists

• Serve as technical lead for complex technical issues and provide support and guidance to the relevant engineering teams for critical issues

• Establish work procedures and processes according to company standards

• Constantly implement and optimize team’s processes and tools to improve productivity and efficiency

• Continuously supervise and adjust critical KPIs and metrics in order to meet company's contractual agreements

• Onboard and mentor new employees, enrich team’s training and knowledge management processes

• Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards

• Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation

About You

Basic Qualifications

• 3+ years of hands-on experience as a technical support engineer or as a developer

• 2+ years of managerial experience 

• Excellent technical, diagnostic, and problem solving skills

• Familiar with tools and frameworks such as databases (SQL/NoSQL), logging tools (Kibana), system health monitoring tools (Grafana), etc.

• Excellent customer and service orientation

• Experience in providing services to agreed SLA’s

• Ability to lead tasks and priorities under high pressure

• Strong verbal and written English and good interpersonal skills

• Natural “Can Do” approach and high sense of urgency and responsiveness.

Our Approach to Flexible Work
 

With Hybrid 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 we require employees to work three days a week in the office and two days at home. 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.

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