Senior SWAT Support Engineer (10am to 7pm schedule)

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

Our SWAT Support Team is always striving to help our customers improve the performance of their tenant and their Workday experience as a whole. The SWAT team sits within the Support organization, focusing on responding to customer reported issues across the platform and proactively identifying potential future performance issues before they become a problem.

About the Role

As a SWAT Support Analyst, you will provide support to workmates, customers and consultants on systems within Workday and external applications integrating with Workday. 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 SWAT Support 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.
 
What would you do all day??
• Work directly with customers to research, troubleshoot, and lead resolution for integration performance and network connectivity issues in a timely manner.
• Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements.
• Use industry-wide tools like SoapUI and Postman to troubleshoot XML and REST based web service requests
• Use Splunk, Kibana, and other network tools to troubleshoot performance and connectivity issues
• Clearly and succinctly document communications to customers using our issue management system.
• Test customer problems and log issues to development, working with developers to determine a solution. 
• Replicate and verify customer problems and log issues to development.
• Collaborate with Development, QA and other Technical Analysts to research, identify and validate issue resolutions.
• Effectively prioritize and escalate customer issues as required.
• Participate in our 24X7 global coverage plan.

About You

Basic Qualifications
• 2+ years experience with HCM, Payroll, or Financials ERP application such as PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and On-Premise ERP systems
• 4+ years of experience as a customer support specialist for enterprise software applications, Software as a Service companies
• Required to work in a 10 am to 7pm schedule Costa Rica Time and take part in on-call rotation covering weekends

Other Qualifications
• Previous experience in a Workday Support role is a huge plus
• Understanding of object-oriented and relational model concepts
• Possess excellent verbal and written communication skills.
• Able to absorb new technologies and features quickly.
• Excellent analytical, problem solving, and multi-tasking skills.
• Can work in a fast paced, dynamic, and fun team environment
• Team player who will work across the organization and company to continue improving the way we serve our customers.

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.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email [email protected].

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