Manager, Support Platform Engineering

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

Do you have what it takes to continuously provide outstanding leadership to a team of technical experts? We're looking for a Support Manager to lead a team of Technical Support Engineers and focus on providing a superior experience for employees and customers alike. As the leader of the team, you'll work directly with your Engineers and their customers, while also liaising with Product Management, internal technical teams, and Engineering teams to create a compelling experience for your employees as well as our customers and partners.

About the Role

 In this role you'll be responsible for managing an engineering Support Team that are working complex customer submitted tickets. If you are interested in joining a growing team with the opportunity to stretch and impact a team of technical experts, this role is for you

About You

What would you do all day??

• Manage a team of technical gurus - including holding regular team meetings, regular one on ones, strategizing to scale the team and the organization, balancing workload, and hiring and managing team's performance..

• Manage incoming case customer queue and maintain focus on resolving customer issues quickly and effectively in line with our service level agreements.

• Lead team's major incidents and escalations

• Clearly and succinctly document communications to customers using our issue management system.

• Responsible for meeting and exceeding your team's scorecard - composed of KPIs and specific Support metrics for your team

• Identify team/region trends and propose solutions

• Collaborate with Development, QA and other Technical Engineers and/or leaders to research, identify and validate issue resolutions.

• Effectively prioritize and escalate individual customer issues as required.

• Participate in our 24X7 global coverage plan.

Basic Qualifications

• 3+ years experience with HCM, Payroll, or Financials ERP application such as PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and On-Premise ERP systems

• 5+ years of experience as a people leader / manager of a technical team

• 4+ years of support experience with technical products, tools, services, or technologies

• 4+ of experience with Database and Programming languages (C++, Java, MySQL, Python etc)

Other Qualifications

• Possess excellent verbal and written communication skills.

• Able to absorb new technologies and features quickly.

• Excellent analytical, problem solving, and multi-tasking skills.

• Can work in a fast paced, dynamic, and fun team environment

• Team player who will work across the organization and company to continue improving the way we serve our customers.

• Develop and foster a career-growth culture for the team

Our Approach to Flexible Work
 

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

At Workday, we value our candidates' privacy and data security.  Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. 

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

---