Technical Customer Support Engineer at Workday (Austin, TX)

Join our team and experience Workday!

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.

Job Description

Role

Our Technical Customer Support Engineers are responsible for interfacing with Product Support, Software Development, and customers to provide deep level analysis to product related issues through testing, investigating, providing workarounds and resolving customer reported escalations. Duties include responding to escalation requests from Technical Support; providing mitigation solutions using C#/.NET applications, and web technologies such as JavaScript, .Net, producing Scripts and utilizing the programming language C# and databases such as Oracle and SQL to troubleshoot and maintain the web applications.

Duties include but are not limited to the following:

• Works, manages, and prioritizes a queue of tickets escalated by the level 1 and 2 support specialists.
• Triages and analyzes tickets with a moderate scope of complexity to find workarounds and solutions.
• Reports bugs and escalates difficult to solve/obscure issues to the development team for assistance/guidance.
• Provides mitigation solutions for the Adaptive Suite of Products by analyzing logs, understanding the application functionality via the user interface and analyzing the code to better characterize customer issues and determine workarounds.
• Interacts with Customers (both external and internal) via phone, email, and/or screen sharing tool to collect information and communicate workarounds and solutions in a way that non-technical users can understand.
• Responsible for meeting individual goals and KPI related to processing tickets and customer satisfaction.

Minimum Requirements:

• Bachelors/Masters degree in Business, Management Information Systems, Computer Science, or a related field
• Excellent verbal and written communication skills
• Proactive, empathetic, team player who is responsive to customer needs and customers concerns and passionate about problem solving and helping others
• Demonstration of good academic performance and 1+ years of experience in a related Support Engineer or development role.
• Experience mitigating/debugging web applications
• Familiarity with Oracle database and conversant in writing SQL queries
• JavaScript, VisualStudio, Windows Development experience/knowledge
• Knowledge of networking as it applies to application troubleshooting is highly desired

by via developer jobs - Stack Overflow