About the Role

The Workday Paradox Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.

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 Engineer will be on a shift rotation schedule alternating between the early and late shifts. The schedule for this role is Shift 2(11am - 8pm IST).

Roles & Responsibilities

· Troubleshoot complex account configurations, APIs, Job Feeds, and databases to resolve complex cases efficiently.

· Reproduce production issues and communicate workarounds

· Writing and executing SQL queries for data investigation.

· Performing mass updates requests via Public API for customers.

· Configure client SSO, sFTP, and SSH security protocols.

· Partner with Product Managers on feature gaps and Development on code-level bug fixes.

· Triage other service requests via support cases and determine correct routing.

· Communicate effectively, balance immediate and long term needs, and understand when to escalate critical issues to key stakeholders.

· Maintain internal Technical Documentation which includes Internal Troubleshooting Guides and important details regarding specific account configurations.

· Complete monthly product training and daily knowledge refreshes to maintain subject matter expertise.





· Consistently demonstrate knowledge-sharing to internal team members.

About You

Basic Qualifications

- Bachelor’s degree in Computer Science, IT, or a related field (or equivalent experience).
- 2+ years in technical support or a similar role.
- 1+ years of experience validating XML, JSON, and CSV formats for syntax and encoding errors.
- 1+ years of experience with JIRA, Microsoft Office, and Visual Studio Code or similar software.
- 1+ years of experience focusing on data-driven decision-making.

Other Qualifications

- Skilled in JPath and JMESPath for building and transforming high-volume job feed integrations.
- Exceptional written, verbal, and asynchronous communication skills.
- Skilled in writing complex SQL queries to analyze relational databases and identify discrepancies in reported cases.
- Skilled using Postman or Bruno to construct RESTful API calls.
- Experience with AWS (Athena/S3), Datadog, Twilio, Sendgrid, Github, and Salesforce or similar tools.
- Skilled with AI troubleshooting tools and LLM observability platforms.
- Robust technical troubleshooting skills with the ability to investigate, diagnose, and deliver solutions for complex account configurations and production issues.
- Proven excellence in customer support, acting as a trusted advisor to deliver time-sensitive, business-critical solutions.
- Proven ability to manage prioritization by effectively balancing immediate and long-term needs while understanding when to escalate critical issues.
- Commitment to teamwork and collaboration, including supporting colleagues, sharing knowledge, and partnering with Product and Development teams.
- Working knowledge of recruiting platforms

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

📌 Sr Associate Paradox Technical Support Engineer (India)
🏢 Workday India Private
📍 India