Sr Associate Support Engineer, Adaptive Planning AI, ML & Platform Operations
Workday (company site, opens in a new tab)1+ yrsPuneOn-siteDirect career pageEst. 8–14 LPA
Posted 19h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage customer support cases for Adaptive Planning financial and workforce planning products, resolving data, reporting, and integration issues while meeting SLAs.
- Investigate SaaS and AI workflow failures through logs, traces, metrics, API payloads, and SQL; support root-cause analysis and identify improvements to prompts, data, and workflows.
- Handle incident updates and escalations, document findings, and share recurring issues with engineering and product teams.
Minimum Requirements
- Work Experience Required: At least 1 year in technical support, platform operations, or application support for enterprise SaaS environments.
- At least 1 year of experience with each of: intermediate SQL and diagnostic scripts; API payloads (JSON/XML) and command-line tools; public cloud monitoring (AWS, GCP, or Azure); observability tools; AI/LLM logs, traces, or outputs; and ticket triage/basic troubleshooting.
- Must be based in or willing to relocate to Pune; office attendance is required at least 50% of the time. Typical shift is 8:00 AM–5:00 PM IST; weekend and holiday coverage rotations and on-call participation are required.
Ideal Candidate Profile
- Has experience supporting enterprise SaaS products, especially financial planning applications, finance data, or integrations.
- Can follow diagnostic runbooks and use SQL, logs, traces, and cloud monitoring to investigate multi-tier application and AI workflow issues.
- Can manage a customer case queue, communicate technical updates, and document findings for customers and engineering teams; a relevant bachelor’s degree or equivalent practical experience is preferred.