Customer Support Analyst (Financials & Payroll)

Overview

Customer Support Analyst focused on incident resolution, root-cause analysis and operational optimization across Workday's enterprise platform and autonomous AI agent workflows, including Finance and Payroll domains.

What you'll do

• Use enterprise SaaS and functional domain expertise (including Finance, HR and Payroll) and cross-functional workflows to validate AI logic and evaluate domain-specific system behavior.
• Review AI chat logs and execution outputs to catch incorrect answers, hallucinations or misunderstandings, and turn findings into prompt and system logic improvements.
• Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues rather than applying quick fixes.
• Use SQL, system logs and basic diagnostic scripts to verify data integrity, check API payloads and troubleshoot cloud workflows.
• Manage incoming request queues, meet strict SLA commitments and prioritize high-impact operational disruptions over routine tasks.
• Act as a clear, reassuring point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language.
• 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.

What you'll need

• Proven expertise providing functional and technical product support across core ERP domains, including Payroll, GL, AP, AR, Procurement, Sourcing, Supplier and Supply Chain.
• Minimum 3 years of experience in technical support, IT operations, software administration or a technical customer-facing role.
• Minimum 2 years of experience writing custom scripts or interacting with machine learning (ML) pipelines to troubleshoot technical issues.
• Minimum 2 years of experience conducting Root Cause Analysis (RCA) on software system failures.
• Minimum 2 years of experience leading and resolving critical P1 (Priority 1) technical escalations.
• Minimum 1 year of experience adjusting, configuring or tuning AI model logic or parameters.

Nice to have

• Bachelor's degree in Business Administration, Finance, Human Resources, Management Information Systems (MIS), Data Analytics, Computer Science, Engineering or a related field (or equivalent practical work experience in software support or system administration).
• Proven experience independently managing critical technical issues without relying on playbook-driven workflows.
• History of engaging directly with customer executives during high-stakes incident resolutions or system discussions.
• Demonstrated ability to collaborate cross-functionally across engineering, product and leadership teams.

Details

• Location: Pune, India.
• Weekend and holiday on-call rotations are required.