Overview

Join to apply for the Manager, Support Platform Engineering role at Workday.

Posted 1 week ago. Be among the first 25 applicants.

Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. We are obsessed with making hard work pay off for our people, customers, and the world. Our culture is rooted in integrity, empathy, and shared enthusiasm, and we tackle big challenges with bold ideas and genuine care.

About The Team

We’re looking for a Support Manager to lead a team of Technical Support Engineers and deliver a superior experience for employees and customers. The leader will work directly with engineers and their customers, while also liaising with Product Management, internal technical teams, and Engineering to create a compelling experience.

About The Role

In this role you’ll manage an engineering Support Team that handles complex customer‑submitted tickets. The opportunity is to lead, grow, and impact a team of technical experts.

Responsibilities

• Manage a team of technical experts, holding regular team meetings, one‑on‑ones, and strategizing to scale the team.
• Balance workload, hire, and manage team performance.
• Manage the incoming case customer queue and maintain focus on resolving issues quickly and effectively in line with service‑level agreements.
• Lead major incidents and escalations.
• Document communications to customers clearly and succinctly using the issue‑management system.
• Achieve team scorecard targets composed of KPIs and support metrics.
• Identify trends and propose solutions at team or regional level.
• Collaborate with Development, QA, and other technical leads to research, validate, and resolve issues.
• Participate in the 24/7 global coverage plan.

Basic Qualifications

• 3+ years of experience with HCM, Payroll, or Financials ERP applications (e.g., PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and on‑prem ERP systems).
• 5+ years of leadership experience managing a technical team.
• 4+ years of support experience with technical products, tools, services, or technologies.
• 4+ years of experience with databases and programming languages (C++, Java, MySQL, Python, etc.).

Other Qualifications

• Excellent verbal and written communication skills.
• Able to absorb new technologies and features quickly.
• Strong analytical, problem‑solving, and multi‑tasking skills.
• Comfortable working in a fast‑paced, dynamic, and fun team environment.
• Team player who collaborates across the organization to improve customer service.
• Committed to developing a career‑growth culture for the team.

Our Approach to Flexible Work

We combine the best of both worlds: in‑person time and remote work. We ask that you spend at least 50 % of your time each quarter in the office or in the field with customers, prospects, or partners, depending on your role. Those on remote "home office" roles can come together for important moments.

At Workday, we value your privacy and data security. We will never ask you to apply through a non‑Workday platform or to pay any fees to apply for this role.

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