Software Support Engineer

As a Support Engineer at Workday Adaptive Planning, your role involves managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Financial Planning, Reporting, and Integration products. You will work closely with product development and support analyst teams to help customers find workarounds and solutions to product issues. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, possesses some understanding of programming, and has experience working on SaaS-based enterprise web applications. **Key Responsibilities:** - Manage a ticket queue of cases for Adaptive Planning products - Provide timely updates and solutions to customers - Work closely with product development and support analyst teams - Help customers find workarounds for product issues - Collaborate with internal development and QA teams as a customer advocate - Participate in on-call rotation for after-hours support **Qualifications Required:** - 5+ years of experience in a Support related role with 2+ years as a support engineer in an enterprise software product - Experience managing highly escalated cases across multiple enterprise customer accounts - Working knowledge of Linux, SQL, DBMS, and programming languages such as Java, .NET, C#, etc. - Excellent analytical skills to come up with solutions to complex problems - Strong written and verbal communication skills to interact with users at all levels - Proactive, empathetic, team player with attention to detail - Experience or knowledge of finance and financial planning software applications - Technical skills in Web Services/API, ETL, Pentaho, Jenkins, Git, K8s, Docker, ELK, JavaScript Your work at Workday Pune office will require you to be local to the Pune area or willing to relocate. You will be expected to work from the office at least 50% of the time, with a typical shift from 8am to 5pm IST. Workday offers Flex Work, combining in-person time and remote work to create a flexible schedule that caters to your business, team, and personal needs. Workday provides reasonable accommodations for qualified individuals with disabilities and disabled veterans during the application process.,