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
This is not “just another” customer service role. We are financials experts!
Workday’s Financials and Spend domains have a broad range of high-demand products, each packed with its own set of forward-thinking features to ensure our customers meet their everyday requirements. From Expenses to Business Assets, Procurement to Financial Accounting and much more, we are there to support our customers in all their financial needs. However, we do not stop there.
Behind every extraordinary product is an outstanding team. Our financials experts don’t just deliver customer service; we deliver the Workday Experience.
At Workday, both Employee and Customer happiness is fundamental.
About the Role
In this role, you will provide technical support to customers and consultants on complex products and systems. You will monitor, diagnose, and troubleshoot highly technical and sophisticated software and infrastructure issues, report operational and performance issues to Engineering teams, and collaborate with multiple stakeholders through resolution. The Performance and Availability Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.
Responsibilities:
o Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
o Monitor system performance and availability, identify potential issues, and implement solutions.
o Document support activities and resolutions in the ticketing system.
o Escalate complex issues to senior team members or management and collaborate with other technical teams.
o Perform root cause analysis and provide recommendations for preventing future issues.
o Contribute to knowledge base articles and technical documentation.
o Utilize phone calls and strong soft skills to provide excellent customer support.
o Communicate technical details from multi-functional collaborations clearly to customers.
o Participate in on-call rotations, including scheduled weekend work.
o Lead the resolution of critical and complex technical issues.
o Serve as a point of escalation and mentor P2 analysts.
o Develop and implement process improvements for support efficiency.
o Manage and prioritize high-priority incidents.
o Interface with engineering teams to resolve escalated issues.
o Create and maintain detailed system documentation.
o Lead multi-functional collaborations, translating complex technical details for customers.
About You
Basic Qualifications
o 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone, etc.
o Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent experience).
Other Qualifications
o Solid understanding of case handling processes and escalation procedures.
o Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
o Solid understanding of operating systems (Windows/Linux), networking fundamentals, and cloud concepts.
o Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus.
o Experience with scripting languages (e.g., Python, Bash).
o High level understanding of relational databases and SQL servers.
o Experience with log analysis tools (e.g., ELK stack).
o Understanding of load balancing and high availability concepts.
o Excellent analytical, problem solving, and multi-tasking skills.
Workday Pay Transparency Statement (For Poland Locations Only)
Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please click here.
Primary Location: POL.WarsawPrimary Location Base Pay Range: zł148,900 PLN - zł223,300 PLN
Our Approach to Flexible Work
With Flex 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 rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). 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. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
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.
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