Technical Customer Support Analyst - Adaptive Planning AI, ML & Application Support (Tuesday-Saturday, 8am to 5pm)
Core
Resolve critical technical escalations and optimize AI agent workflows for Workday's Adaptive Planning platform, serving enterprise financial customers.
Role type
Senior Technical Customer Support Analyst (AI/ML Operations)
Builds
Reliable financial planning workflows and improved AI agent responses for global enterprise clients
Domain
Enterprise SaaS / Financial Planning / AI Operations
Deliverable
Production ML models | product features | dashboards & analysis
Required skills
Root Cause Analysis (RCA), SQL, AI model tuning, P1 incident management, technical troubleshooting, financial data validation
Preferred skills
Finance domain expertise, cross-functional collaboration, autonomous problem solving, executive communication
Technologies
SQL, AI chat logs, monitoring dashboards, diagnostic scripts
Responsibilities
Triage high-severity (P1) support queues and manage critical outages; Troubleshoot financial data, reporting, and integration issues; Review AI chat logs to identify hallucinations and improve model logic; Investigate software bugs using system logs and database queries; Act as a technical point of contact for customer leadership during urgent incidents.
Seniority
Senior, hands-on IC
