Manager, Technical Support Delivery

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

The team is responsible for providing technical support and service to all of Workday’s customers, provides global 24x7 support and acts as the first line of technical response to both internal and external collaborators. The role requires close collaboration with almost every team in Workday, from R&D and Product, through Customer Success and Sales and as such requires a deep and detailed understanding of the Workday products and its system architecture.

About the Role

We are looking for a passionate hands-on technical leader to lead a team of technical support specialists. You are a leader, a coach, and a mentor with a growth mindset who is able to use your technical expertise to challenge the status quo, find opportunities for positive change, and work with your partners to ensure sustainable business success for Workday.

Responsibilities:

Lead a team of technical support specialists

Develop the team’s day-to-day operations, lead and prioritize feature work, serve as focal point during critical issues, etc.

Serve as technical lead for sophisticated and exciting technical issues and provide support and guidance to the relevant engineering teams for critical issues

Establish work procedures and processes according to company standards

Constantly implement and optimize team’s processes to improve productivity and efficiency

Promote self-service plans to reduce the number of cases and improve efficiency

Continuously supervise and adjust critical metrics in order to meet company's contractual agreements

Onboard and mentor new employees, enrich team training and knowledge management processes

Guide, mentor, and enable personal development for team members to maintain a highly motivated and engaged team that delivers at high standards

Work closely with Customer Success Teams in order to maintain a proactive success-oriented operation

Push to improve the Workday product, by raising support-related concerns, issues and improvement feedback to all relevant collaborators (Product, R&D, Management)

About You

Basic Qualifications

3+ years of hands-on experience as a technical support engineer or as a developer

2+ years of leadership experience managing 5+ people

Natural “Can Do” approach

Experience in providing services to agreed SLA’s

Excellent technical, diagnostic, and problem solving skills with a data driven approach

Familiar and hands on with a variety of technologies, including databases (MongoDB, SQL), logging and search (Kibana), monitoring tools (Grafana), coding and scripting (Python) and more

Ability to lead tasks and priorities under high pressure

Excellent customer service skills with previous experience in a client facing role

Strong verbal and written skills, fluent English and good interpersonal skills

Other Qualifications

You are proactive and able to deliver on initiatives that you start

You demonstrate the interpersonal skills needed to positively influence important issues or decisions in a multi-functional environment

You have the ability to communicate technical complexity in simple terms to both technical and nontechnical audiences

Experience supporting team members career growth and development

At Workday, we believe every potential recruit brings value to the table. Believe you are missing some of the skills and are hesitant to apply? We do not believe in the ‘perfect’ candidate and are happy to teach. So however you identify and whatever background you bring with you, apply and see what we are all about.

Our Approach to Flexible Work

With Hybrid 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 we require employees to work three days a week in the office and two days at home. 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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!