Technical Support Delivery Analyst Manager

Job Description

Manager, Technical Support Delivery (12pm to 9pm) | Workday

The Tone:
This is a full-time role at Workday, located in Costa Rica (Hybrid). Workday builds an AI platform for managing people, money, and agents, shaping the future of work. This role supports customers and consultants on complex products, ensuring an outstanding experience by resolving operational critical issues and collaborating with stakeholders. Workday’s culture values integrity, empathy, and shared enthusiasm, focusing on bringing passion and customer focus to enterprise applications.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Costa Rica
• Team: Global support team works closely with product management, development, and quality assurance teams.
• Mission: Lead a team in providing technical support and directing engineering teams to diagnose and troubleshoot highly technical software issues for enterprise applications.
• Tech Stack: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone

What You’ll Actually Do
• Lead: Lead a team in providing technical support to customers and consultants on complex products and applications.
• Direct: Direct Engineering teams in diagnosing and troubleshooting highly technical software issues.
• Collaborate: Collaborate with multiple stakeholders, including corporate functions such as Services, Product Management, Development, QA, and Operations, through resolution.
• Analyze: Analyze challenging problems and develop solutions to a variety of operational critical issues in line with customer timelines.
• Coordinate: Engage and coordinate multiple teams to identify and raise the importance of critical issues to obtain expedited outcomes.

The Must-Haves
• Background: Manager. Core domain knowledge in providing technical support for software and environment issues within enterprise software applications.
• Experience: 4+ years leading a technical team or managing software engineering teams; 6+ years of customer support engineering experience providing technical support for enterprise software applications.
• Skills: Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills; ability to mentor, coach, and lead a team to success; demonstrable ability to collaborate and build strong relationships with customers and across corporate functions; ability to generate a sense of urgency and rally appropriate resources; solid understanding of case handling processes and escalation procedures.
• Bonus: Prior experience with HCM or other enterprise software applications.