Technical Support Engineer Performance and Availability

Your work days are brighter here.

Were 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 were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll 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. Were 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 youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well 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 youve found a match in Workday and we hope to be a match for you too.

About the Team

About the Role

Workday is seeking a Performance and Availability Support Engineer to help ensure the reliability scalability and responsiveness of our platform this role you will analyze logs and performance metrics tune configurations and queries and debug service pipelines to prevent and resolve production issues. Success requires a solid foundation in distributed systems memory and indexing behavior structured troubleshooting and the ability to drive clear root-cause analysis and preventative improvements across a complex enterprise platform.

You will be part of a team that underpins Workdays operational excellence by maintaining the health of critical infrastructure and applications. We proactively detect and eliminate performance bottlenecks minimize downtime and optimize system efficiency using advanced monitoring disciplined engineering practices and close collaboration with partner teams. Our charter is continuous improvement strengthening reliability evolving support methodologies and delivering a consistently high-quality experience for customers and stakeholders. 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.

Key Areas of Responsibility

• Resolve performance and availability incidents within defined SLAs using structured troubleshooting and system diagnostics

• Monitor platform health and performance proactively identify degradation risks and implement corrective actions

• Document investigations actions and resolutions with clear reproducible detail in the case system

• Escalate and collaborate cross-functionally on complex issues with engineering or senior support teams

• Perform root-cause analysis and drive preventative recommendations to improve platform stability

• Contribute to runbooks knowledge base content and technical documentation for recurring issues and best practices

• Communicate clearly with customers and stakeholders translating complex technical findings into understandable terms

• Participate in on-call rotations including weekends to ensure continuous support coverage

• Lead the resolution of high-severity incidents and act as the point of escalation for customers

• Identify and implement improvements in support processes monitoring and incident response workflows

• Partner with engineering to drive fixes design improvements and long-term reliability initiatives

• Maintain accurate system documentation and operational procedures

• Facilitate cross-team collaboration during incidents and communicate updates and outcomes to customers and leadership

About You

Basic Qualifications

• At least 2 years of experience in customer support engineering for enterprise software environments providing technical support for SaaS or on-premise platforms such as Oracle SAP Netsuite Zuora Infor Taleo PeopleSoft Kronos or similar systems.

• A bachelors degree in Computer Science Information Technology Engineering or a related field or equivalent practical experience is required.

Other Qualifications

• Solid understanding of case handling workflows and escalation procedures

• Experience using ticketing systems (e.g. Jira ServiceNow Salesforce)

• Strong fundamentals in operating systems (Windows/Linux) networking and cloud concepts

• Understanding of XML REST JSON and File Transport concepts

• Experience with monitoring tools (e.g. Prometheus Grafana Nagios Datadog) is a plus

• Familiarity with scripting languages such as Python or Bash to automate tasks analyze logs and build troubleshooting utilities

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 Workdays comprehensive benefits please click here.

Our Approach to Flexible Work

With Flex Work were 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 youll 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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