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Technical Support Delivery Analyst

Technical Support Delivery Analyst

Workday Costa Rica S.R.L.Costa Rica
Hace 4 días
Descripción del trabajo

About the Role

In this role, you will provide technical support to customers and consultants on complex products and systems. You will monitor, diagnose, and troubleshoot highly technical and sophisticated software and infrastructure issues, report operational and performance issues to Engineering teams, and collaborate with multiple stakeholders through resolution. The Performance and Availability 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.

Responsibilities (P2) :

  • Resolve technical support tickets within SLAs, troubleshooting software and hardware issues.
  • Monitor system performance and availability, identify potential issues, and implement solutions.
  • Document support activities and resolutions in the ticketing system.
  • Escalate complex issues to senior team members or management and collaborate with other technical teams.
  • Perform root cause analysis and provide recommendations for preventing future issues.
  • Contribute to knowledge base articles and technical documentation.
  • Utilize phone calls and strong soft skills to provide excellent customer support.
  • Communicate technical details from multi-functional collaborations clearly to customers.
  • Participate in on-call rotations, including scheduled weekend work.

Responsibilities (P3) :

  • All P2 responsibilities, plus :
  • Lead the resolution of critical and complex technical issues.
  • Serve as a point of escalation and mentor P2 analysts.
  • Develop and implement process improvements for support efficiency.
  • Manage and prioritize high-priority incidents.
  • Interface with engineering teams to resolve escalated issues.
  • Create and maintain detailed system documentation.
  • Lead multi-functional collaborations, translating complex technical details for customers.

    • About You

    Basic Qualifications

  • 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications : SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone, etc.
  • Bachelor's degree in Computer Science, Information Technology, Engineering or a related field (or equivalent experience).
  • Strong communication and interpersonal skills.

    • Other Qualifications

  • Solid understanding of case handling processes and escalation procedures.
  • Ability to work independently and as part of a team.
  • Experience using ticketing systems (e.g., Jira, ServiceNow, Salesforce)
  • Solid understanding of operating systems (Windows / Linux), networking fundamentals, and cloud concepts.
  • Experience with monitoring tools (e.g., Prometheus, Grafana, Nagios, Datadog) is a plus.
  • Basic understanding of performance metrics and analysis.
  • Experience with scripting languages (e.g., Python, Bash).
  • High level understanding of relational databases and SQL servers.
  • Experience with log analysis tools (e.g., ELK stack).
  • Understanding of load balancing and high availability concepts.
  • 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.
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    Technical Support • Costa Rica