Technical Customer Support Analyst - Payroll (Tuesday - Saturday Shift)
Workday
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
Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience. We’re a diverse group of people, with an invaluable mix of experience and backgrounds, located in our amazing Pleasanton office!We promote Workday’s core values, with ‘Employees’ being our first! This is why we offer flexible work schedules, empower you to follow your desired career path to achieve professional and personal goals, encourage work-life balance and wellbeing, and are proud to champion equal opportunities for everyone.
We are looking for someone who has a creative approach and is eager to learn, support their colleagues, and have fun.
About the Role
The Workday 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. We are looking to hire for a Tuesday - Saturday schedule.
What would you do all day?
Handle a queue of Payroll support cases, prioritizing issues based on severity and customer impact
Work through exciting problems, motivate change and implement solutions
Handle time critical issues
Build solid relationships with our customers
Collaborate with Product Managers, QA and Development to determine solutions or workarounds
Balance ownership of existing case load while troubleshooting newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Maintain certifications and training as required for the role
Get involved with initiatives, councils and projects that inspire your passion in support
Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)
Key Responsibilities:
Understand and support our customers in the following areas:
Country Specific Payroll (United States, United Kingdom, France, Canada, Australia)
Payroll Integrations
Payroll Processing, including on cycle, off cycle, and retroactive payments
Payroll Accounting and Settlements
Once fully trained, regular schedule will be Tuesday - Saturday, 8:00a.m. - 5:00p.m. Costa Rica time
About You
Basic Qualifications:
3+ years in one of the following: SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment, experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)
Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
Ability to read and analyze log files
Basic knowledge of SQL syntax to read existing scripts and queries.
Other Qualifications:
Demonstrable ability to support or implement HCM, Workforce Management, Payroll or Higher Ed applications
Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
Ability to collaborate with multiple partners across a diverse organization
Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.
Experience building internal and/or external facing documentation (KCS experience a plus)
Previous experience with web service integrations that use SOAP, WSDL, XML is an advantage
Previous experience performing in depth log analysis is an advantage
Previous experience with health monitoring tools is an advantage
Previous experience using and writing SQL basic queries is an advantage
This role operates in a flex model with at least 50% of time spent in office.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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!
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