Job Description

We are seeking a highly skilled AI/ML Support Engineer to join our support team. As a key member of a specialized group, you will provide expert technical assistance and guidance on Workdays AI/ML solutions across all product areas. This role requires deep knowledge of AI/ML technologies, strong problem-solving skills, and a passion for ensuring customer success. About the Role Responsibilities: Provide advanced technical support for Workdays AI/ML solutions across all product areas Serve as an escalation point for complex AI/ML issues from application support teams Troubleshoot and resolve issues related to AI/ML model performance, accuracy, and integration Analyze data, logs, and system configurations to diagnose and resolve challenging problems Collaborate with product and engineering teams to identify and address underlying issues Develop and maintain documentation, FAQs, and knowledge base articles for AI/ML support Contribute to the training and development of AI/ML support specialists within application teams Stay up-to-date with the latest AI/ML technologies and industry best practices About You Skills: Strong understanding of machine learning algorithms and model training processes Familiarity with AI/ML techniques such as deep learning and natural language processing (NLP), along with their practical applications Advanced analytical and diagnostic skills to identify the root causes of complex AI/ML issues using system logs and customer configurations Experience with performance monitoring tools such as Wavefront and Grafana for analyzing system behavior and identifying bottlenecks Proficiency in working with SOAP and REST APIs, including request/response structures, authentication methods, and error handling Strong knowledge of XML and JSON data formats, including parsing, validation, and transformation for troubleshooting and data processing Experience using Kibana to visualize and analyze log data, identify trends, and troubleshoot system issues Ability to write and optimize complex SQL queries to extract, analyze, and validate data for AI/ML models Experience with Workday APIs and application connectors, enabling seamless integrations with external systems and ensuring smooth data flow across platforms Experience with public cloud services such as AWS (Amazon Web Services), Azure, and Google Cloud Platform (GCP), including managing and troubleshooting cloud-based applications and workloads Understanding of distributed systems and experience working with large-scale data processing frameworks and analytics tools such as Apache Spark, Hadoop, or Snowflake Qualifications: 5+ years of experience in a technical support role, with a focus on AI/ML technologies Strong understanding of machine learning algorithms, model training, and evaluation Experience troubleshooting and debugging complex systems Excellent communication and interpersonal skills