Sr Associate Customer Support Analyst (AI/ML Application Support)
Core
Drive incident resolution, root-cause analysis, and operational optimization for Workday's enterprise platform and autonomous AI agent workflows.
Role type
Senior Associate Support Analyst (AI/ML Application Support)
Builds
Enterprise SaaS platform and autonomous AI agents for HR and Finance workflows
Domain
Enterprise SaaS, AI/ML, HR, Finance
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Cloud platform operations (AWS/GCP/Azure), Log analysis and monitoring, SQL, API payload inspection, LLM output evaluation, Ticketing system management, Incident triage
Preferred skills
Enterprise SaaS functional knowledge (Finance/HR/Payroll), Conversational AI quality metrics
Technologies
AWS, GCP, Azure, Datadog, Splunk, LLMs
Responsibilities
Analyze system metrics and investigate cloud-hosted ML service pipelines, Review AI chat logs to identify errors and document patterns for engineering, Perform technical troubleshooting using diagnostic dashboards and logs, Run basic SQL queries and inspect API payloads to verify data flow, Monitor and respond to support queues while maintaining SLAs, Manage incident triage and route high-impact incidents to engineering
