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Senior Technology Customer Operations Engineer

Company: Workday, Inc.
Location: pleasanton
Posted on: May 3, 2021

Job Description:

Do what you love. Love what you do.At Workday, we help the world's largest organizations adapt to what's next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we're serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.Job DescriptionThe Technology Customer Operations team will play a critical and cross-functional role in coordinating our efforts around our largest and most complex customers and their operational experience with Workday. Through a combination of technical insights and an understanding of customer usage patterns, the Technology Customer Operations team will sit within the broader Technology organisation to represent customers and help coordinate activities around Workday for customers with different operations profiles. They will work with key stakeholders in Customer Experience, Performance & Scalability, Environment Operations, and other Technology teams. Rather than simply reacting to singular issues, this team will proactively focus on the health of customers and deliver solutions to problems that make availability, performance, and quality of the Workday system more predictable..About the RoleIdentify customer usage patterns, requiring operational focusCreate operations profiles for customersCreate technology customer experience metrics for these customersAutomate manual processes and collaborate with others on the team to deliver a set of tools that help people across Workday gather customer insightsBuild action plans to improve experience metricsLead internal review meetings for critical customersServe as a technical resource during customer escalationsDrive improvements through Technology, Products, and Customer Experience organisations through to CustomersAbout YouThe qualified candidate will have at least 6-8 years of relevant experience in the engineering or technical customer support or technical implementation rolesBS or MS degree in Computer Science, Engineering, or related technical discipline, or equivalent experienceAbility to diagnose complex problems and deliver analysis of root causeAbility to create programs to solve complex problemsKnown for customer empathy (service levels, system management, value realisation)Ability to work collaboratively within a team environment and across the businessDesired Skills:Prior experience in development of operations measurement and analysis tools (e.g,. logparser, monitoring dashboards (Wavefront) is an advantage)Data query experience with any of Hadoop, SQL, R, numpyProficient in advanced programming conceptsBackground in system architectures, high-performance computing, and distributed systems.Technical leadership or customer management experience including organisational and communications skills.

Keywords: Workday, Inc., Pleasanton , Senior Technology Customer Operations Engineer, Other , pleasanton, California

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