Customer Support Analyst, AI/ML Application Support (8am-5pm) or (12md-9pm)
Core
Drive incident resolution, root-cause analysis, and operational optimization for Workday's enterprise platform and autonomous AI agent workflows. (via careerplan.io/jobs/JR-0110084-customer-support-analyst-aiml-application-support-8am-5pm-or-12md-9pm-at-workday)
Role type
Senior IC customer support analyst (AI/ML)
Builds
Enterprise SaaS platform reliability and autonomous AI agent performance for global customers
Domain
Enterprise HR/Finance SaaS + AI/ML Operations
Required skills
Root cause analysis, SQL, cloud workflow troubleshooting, LLM orchestration evaluation, incident management, enterprise SaaS domain knowledge, AI logic tuning, technical script writing
Preferred skills
Cross-functional collaboration, executive communication, independent critical issue management
Technologies
Cloud-hosted ML pipelines, LLM orchestration layers, SQL, monitoring dashboards, diagnostic scripts
Responsibilities
Analyze system metrics and investigate cloud-hosted ML service pipelines; Review AI chat logs and execution outputs to identify errors and improve prompt logic; Investigate software bugs and performance bottlenecks using logs and dashboards; Manage critical customer escalations and P1 support queues within SLAs; Partner with engineering and data science teams to inform feature iterations; Execute database queries and API payload checks to verify data integrity
Seniority
Senior, hands-on IC
