Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Workday is looking for a Support Analyst to join our Costa Rica team supporting Workday's Integration Tools and public APIs.You will work directly with many Workday teams globally including collaboration across other Support teams (functional, operations, etc.), environments, infrastructure, services, development and product management to handle the resolution of cases and issues for our global customers.The ideal candidate will have a passion for customer relations, project management and technical analysis. The role requires a self-motivated professional that consistently brings a high level of commitment to customers and Workday teammates along with the ability to strategically and tactically navigate the unique challenges we encounter.Información sobre el equipoWorkday está buscando un analista de soporte técnico para incorporarse al equipo con sede en Costa Rica que brinda soporte para las herramientas de integración y las API públicas de Workday.Trabajará de forma directa con muchos equipos de Workday a nivel mundial, incluida la colaboración con otros equipos de soporte (funcionales, operaciones, etc.), entornos, infraestructura, servicios, desarrollo y gestión de productos para manejar la resolución de casos y problemas para nuestros clientes globales.El candidato ideal deberá tener un interés especial por las relaciones con los clientes, la gestión de proyectos y el análisis técnico. La función requiere de un profesional motivado que aporte constantemente un alto nivel de compromiso con los clientes y los compañeros de equipo de Workday junto con la capacidad de abordar de manera estratégica y táctica los desafíos únicos que enfrentamos.

About the Role

As a Technical Support Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. The 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.

This role will require occasional holiday shift coverage and after hours/weekend shifts. This role operates in a flex model with at least 50% of time spent in office.

Información sobre la función

En esta función, deberá brindar soporte técnico sobre productos y aplicaciones complejos a clientes y consultores. Diagnosticará y solucionará problemas de software altamente técnicos y sofisticados, informará problemas operativos/defectos de productos a los equipos de ingeniería y colaborará con múltiples partes a través de la resolución. El analista también deberá garantizar una excelente experiencia del cliente a través de una comunicación sólida y oportuna sobre el estado de los problemas y los escalamientos, hasta que se brinde una solución aceptable.

En esta función, se necesitará cobertura ocasional de turnos de vacaciones y turnos fuera de horario o fines de semana. Esta función opera según un modelo flexible, con al menos un 50 % del tiempo en la oficina.

About You

Basic Qualifications

Integrations Support Analyst

• 3+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications such as: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone

• 3+ years of experience with SoapUI and Postman for troubleshooting XML and REST based web service requests

Sr. Integrations Support Analyst

• 6+ 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, and/or Cornerstone.

• 6+ years of experience with SoapUI and Postman for troubleshooting XML and REST based web service requests

Other Qualifications

• Solid understanding of case handling processes and blocking issue procedures.

• Ability to balance multiple priorities and communicate across organizational boundaries.

• Knowledge of Splunk, Kibana, and other network tools

• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.

• Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also establish relationships across the organization to continue improving the way we serve our customers!

• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.

• Love to learn and can effectively absorb new technology and features.

• You’re a confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.

• A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!

Cualificaciones básicas

Analista de soporte de integraciones

• 3 años o más de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico sobre problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.

• 3 años o más de experiencia con SoapUI y Postman para solucionar problemas de solicitudes de servicios web basadas en XML y REST.

Analista sénior de soporte de integraciones

• 6 años o más de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico para problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.

• 6 años o más de experiencia con SoapUI y Postman para solucionar problemas de solicitudes de servicios web basadas en XML y REST.

Otras cualificaciones

• Sólida comprensión de los procesos de manejo de casos y procedimientos de bloqueo de problemas

• Poder equilibrar varias prioridades y comunicarse con agentes externos a la organización.

• Conocimiento de Splunk, Kibana y otras herramientas de red.

• Tener excelentes habilidades analíticas y capacidad para brindar soluciones a problemas sofisticados, resolver problemas con dedicación y sólidas habilidades analíticas.

• Tener capacidad para colaborar y crear relaciones positivas con los clientes. Ser un excelente compañero de equipo que también establezca relaciones en la organización para continuar mejorando nuestra atención al cliente.

• Estar acostumbrado a la presión relacionada con plazos y prioridades de resolución que exigen realizar varias tareas a la vez.

• Pasión por el aprendizaje y capacidad de absorber, de manera efectiva, nuevas tecnologías y funciones.

• Sólidas habilidades de comunicación (orales y escritas), ya que tendrá que colaborar con usuarios de todos los niveles y con diferentes habilidades técnicas.

• Actitud emprendedora con capacidad para trabajar de forma autónoma a fin de encontrar soluciones y pedir ayuda si fuera necesario.

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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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!