Sr Associate Technical Support Delivery Analyst (11am - 8pm IST)

Your work days are brighter here. We’re 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, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll 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. We’re 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 you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll 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, you’ve found a match in Workday, and we hope to be a match for you too. About the Team Do you have exceptional customer service skills and an aptitude for technology? Do you enjoy solving problems efficiently and effectively? Are you action-oriented and results-driven? We’re a high performance culture with laser focus on building world class products and a team that our clients love. Our flagship product, Olivia, is the AI assistant helping companies around the world reimagine the way they hire: conversations instead of job applications, automated interview scheduling, and so much more. In this role, you’ll have the opportunity to provide support excellence to customer to ensure their success with Paradox solutions. You’ll educate clients on best practices, provide support and resolve product questions, and provide guidance to help our clients maximize their hiring results. Sound like your ideal job? We want to hear from you! About the Role Responsibilities: Case Management: Troubleshoot and resolve functional and technical issues submitted through the customer portal. Technical Triage: Identify system bugs and collaborate with Development and Product teams to fix them. Consultative Support: Educate customers on how to use specific features to meet their business needs. Knowledge Creation: Write and update "Help" articles and documentation for the Workday Community. Tactical Configuration : Performing routine administrative tasks that don't require a TAM’s architectural oversight, such as resetting passwords, updating permission sets, or minor CEM text edits. Bug Documentation: When a true system error is found, the Support role is responsible for documenting "Steps to Reproduce" for the Engineering team. Creation of RCA (root cause analysis) for critical or high impact tickets. Knowledge Base Contribution: Translating solved tickets into "Self-Service" articles so customers can find answers faster next time. Location : This position is based in the Workday Pune office. Candidates must be local to Pune, India or be willing to self-relocate. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be working Shift 2 (11am - 8pm IST). About You Basic Qualifications Minimum 1 year of experience in technical support, customer success, IT operations, software administration, or a technical internship. Minimum 1 year of experience managing ticketing systems, support queues, or prioritized task workflows. Other Qualifications Prior experience in the recruiting, staffing, or HR industry preferred Strong verbal and written English communication skills Demonstrated experience delivering exceptional technical support in a SaaS or technology company Strong technology skills, able to quickly learn new software Proven ability to handle multiple priorities/projects/accounts at once An innate desire to help, understand and find solutions 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. Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law. Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law. If you require a reasonable accommodation, you may email accommodations@workday.com , as far in advance as possible. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.