Senior Technical Support Engineer

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 As part of the Global Platform Support team, our goal is to ensure Workday delivers an excellent user experience. You’ll be part of a group of experts that support one another and foster a learning environment where questions are welcome. Every member of the team understands that open collaboration and cross-functional teamwork are vital to being successful in supporting our customers. About the Role For this hybrid customer-facing role, we are seeking an experienced (Senior) Technical Support Engineer passionate about tackling complex technical challenges in a fast paced environment. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. You 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. ポジション概要 本ポジションは、ハイブリッド勤務かつカスタマーフェイシングな役割として、複雑かつ高度な技術課題の解決に情熱を持って取り組める、経験豊富な（シニア）テクニカルサポートエンジニアを募集します。 高速に変化する環境の中で、お客様環境における高度で複雑なソフトウェアの問題を診断・トラブルシュートし、必要に応じてオペレーション上の課題やプロダクト不具合をエンジニアリングチームに報告しながら、複数のステークホルダーと連携して解決まで導いていただきます。 また、課題のステータスやエスカレーション状況をタイムリーかつ丁寧にコミュニケーションすることで、優れたカスタマーエクスペリエンスを提供し、最終的にお客様にとって受け入れ可能な解決策が提供されるまで伴走していただきます。 What would you do all day Work directly with customers to solve complex problems, drive change, and implement solutions Be highly knowledgeable in areas such as Configurable Security, Integrations and Performance. Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our Service Level Agreements. Use Splunk, Kibana,Grafana and other network tools to troubleshoot performance and connectivity issues Clearly and succinctly document communications to customers using our case management system. Replicate and verify customer problems and log issues to development Collaborate with Development, QA and other Technical Analysts to research, identify and validate issue resolutions. Effectively prioritize and escalate customer issues as required. Normal weekday hours are 7am-4pm local time and you will participate in our 24X7 global coverage plan which involves occasional weekend support. You will become a key support figure for some of our largest and most critical Japanese customers, acting as a regional point of contact for highly escalated customers and widespread platform related incidents. 仕事内容詳細 お客様対応・課題解決 お客様と直接コミュニケーションを取りながら、複雑な技術課題の解決に取り組み、必要に応じてプロセスや設定変更を提案・推進してソリューションを実装する Configurable Security、インテグレーション、パフォーマンスなどの領域で高い専門性を発揮し、お客様からの高度な問い合わせに対応する お客様の重要度や影響範囲を踏まえて、課題の優先順位付けとエスカレーションを適切に行う インシデント・ケースマネジメント インバウンドのサポートケースをキューで管理し、サービスレベルアグリーメント（SLA）に沿って迅速かつ ... (truncated, view full listing at source)