Customer Support Analyst

September 30, 2026

Hybrid

Middle

Warszawa

Worth knowing

Mandatory office attendance
Includes weekend work
Includes on-call duty
English is required

Description

A Fortune 500 enterprise AI platform is hiring a Support Analyst for its AI/ML application support team. The role drives incident resolution, root-cause analysis and operational optimization across cloud-hosted ML pipelines and autonomous AI agent workflows. The analyst reviews AI chat logs to catch errors, troubleshoots with SQL, dashboards and monitoring tools, and manages customer escalations within strict SLAs.

Responsibilities

Apply operational knowledge of Workday applications and functional workflows across HR, Recruiting and enterprise modules to validate AI logic
Review AI chat logs and execution outputs to catch incorrect answers or hallucinations, turning findings into prompt and system logic improvements
Investigate software bugs and system performance bottlenecks using dashboards and monitoring tools to isolate underlying issues
Use database queries, system logs, and basic diagnostic scripts to verify data integrity, check API payloads, and troubleshoot cloud workflows
Manage incoming request queues, meet strict SLA commitments, and prioritize high-impact operational disruptions over routine tasks
Act as a clear point of contact for customer leadership during urgent issues, explaining technical problems and solutions in plain language
Triage high-severity support queues, enforce SLAs, and prioritize critical outages over routine inquiries
Analyze system metrics, investigate cloud-hosted ML service pipelines, evaluate LLM orchestration layers, and manage critical customer escalations

Requirements

3+ years in technical support engineering, platform operations, or escalation management for enterprise SaaS platforms
Hands-on experience troubleshooting, monitoring, and debugging services hosted on public cloud platforms (AWS, GCP, or Azure)
Strong queue triage, time management, and de-escalation skills with ability to communicate technical concepts to technical and non-technical audiences
Bachelor's degree in Business Administration, Finance, Human Resources, Management Information Systems, Data Analytics, Computer Science, Engineering, or a related field or equivalent practical experience
Practical understanding of Large Language Models, prompt/tool-calling pipelines, and hands-on experience reviewing AI conversation logs, traces, or model outputs

Conditions

Participate in weekend on-call rotations for continuous coverage
Spend at least half (50%) of time each quarter in the office or in the field
Eligible for the Workday Bonus Plan or role-specific commission/bonus and annual refresh stock grants
Flexible schedule combining in-person time and remote work under Flex Work

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