Sr Associate Support Engineer (AI/ML & Platform Operations)
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Job Description
Structured overview of role & requirementsAbout This Role
Drive incident resolution and root-cause analysis for Workday’s AI/ML enterprise platform and autonomous AI agent workflows.
Analyze system metrics, debug cloud-hosted ML service pipelines, and manage critical customer escalations within strict SLAs.
Evaluate AI outputs including LLM conversation logs and system traces to identify failure modes and recommend improvements.
Minimum Requirements
At least 1 year experience in technical support, platform operations, or application support for enterprise SaaS.
Minimum 1 year hands-on experience with SQL queries, API payload inspection (JSON/XML), Linux/Windows command line, and public cloud platforms (AWS, GCP, or Azure).
At least 1 year experience using monitoring/observability tools such as Grafana, Kibana, or Datadog.
Willingness and ability to work scheduled weekend and holiday rotations.
Ideal Candidate Profile
Practical experience troubleshooting multi-tiered enterprise SaaS systems integrating AI/ML workflows.
Comfortable with technical diagnostics including running scripts, cloud service inspection, and technical customer communication under SLA pressure.
Able to analyze AI/LLM data outputs and collaborate closely with engineering and data science teams to optimize platform performance.