Sr Associate Customer Support Analyst (AI/ML Application Support)

Overview

Support Workday’s enterprise platform and autonomous AI agent workflows by resolving incidents, analyzing root causes, evaluating AI quality, and managing customer escalations within strict SLAs. Partner with engineering and data science teams on feature iteration and product optimizations.

What you'll do

• Develop a foundational understanding of enterprise SaaS workflows, including Finance, HR, and Payroll, to validate AI logic and verify expected system behaviour.
• Review AI chat logs and execution outputs to identify incorrect answers, hallucinations, or misunderstandings.
• Document AI findings and recurring patterns to support prompt-logic refinement by senior team members and engineering.
• Use established troubleshooting playbooks, diagnostic dashboards, and monitoring tools to reproduce reported issues, gather relevant logs, and isolate basic software bugs.
• Run basic SQL database queries, review application logs, and inspect API payloads to verify data flow and check system state.
• Assist with basic cloud workflow troubleshooting.
• Monitor and respond to incoming support queues while maintaining strict SLA commitments.
• Communicate clearly with users and provide empathetic, plain-language updates while issues are being investigated.
• Perform initial queue triage, classify issue severity, and route high-impact P1 incidents to senior analysts or engineering teams using defined escalation pathways.
• Participate in weekend and holiday on-call rotations with team support.

What you'll need

• Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship.
• Minimum 1 year of hands-on experience using public cloud platforms such as AWS, GCP, or Azure.
• Minimum 1 year of experience accessing and reviewing system logs or monitoring tools such as Datadog, Splunk, or cloud-native log viewers.
• Experience using, testing, or reviewing Large Language Model (LLM) outputs or prompt structures.
• Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows.
• 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.
• Demonstrated interest in evaluating conversational AI performance, quality metrics, and output accuracy.
• Ability to clearly articulate technical concepts through written and verbal communication.
• Strong organizational skills and adaptability to learn complex, evolving technical systems.

Details

• Location: Pune, India.
• Participate in weekend and holiday on-call rotations with team support.