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Strong employer brand, generalist support title, metro location, and junior experience make competition high.
Cloud, monitoring, and SQL skills are transferable but LLM/platform-specific experience raises domain sensitivity to medium.
Multiple explicit mandatory one-year technical requirements (SQL, cloud, observability, LLM exposure) create high shortlisting strictness.
Drive incident resolution, root-cause analysis, and performance optimization for Workday’s enterprise AI/ML platform and autonomous agent workflows.
Analyze system metrics, debug cloud-hosted ML service pipelines, and manage critical customer escalations within strict SLAs.
Collaborate with engineering and data science teams by evaluating AI outputs, reviewing logs, and translating insights into prompt and workflow improvements.
At least 1 year experience in technical support, platform operations, or application support in enterprise SaaS environments.
Minimum 1 year expertise with SQL queries, API payload inspection (JSON/XML), Linux or Windows command-line tools, cloud monitoring (AWS/GCP/Azure), and observability tools (Grafana, Kibana, Datadog).
Minimum 1 year experience evaluating AI/LLM conversation logs or prompt outputs and performing initial ticket triage and basic troubleshooting.
Willingness and ability to work weekend and holiday coverage rotations.
Technical proficiency in diagnosing complex AI/ML enterprise platform issues using cloud and monitoring tools.
Experience working within structured runbooks and ticketing systems handling high-severity incidents and escalations.
Comfortable translating technical findings into actionable insights for engineering teams and customer IT stakeholders under SLA pressure.