Manager, Technical Support Delivery (12pm to 9pm)

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About the role

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 It’s fun to work in a company where people truly believe in what they’re doing. At Workday, we’re committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we’re serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun. Our global support team works closely with product management, development and quality assurance teams to ensure we’re providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers’ timelines! About the Role As a Technical Support Delivery Analyst Manager, you will lead a team in providing technical support to customers and consultants on complex products and applications. You will also direct Engineering teams in diagnosing and troubleshooting highly technical software issues and collaborate with multiple stakeholders through resolution. About You Basic Qualifications • 4+ years leading a technical team and/or experience with managing software engineering teams. • 6+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone. Other Qualifications • Demonstrable ability to collaborate and build strong relationships with customers and to engage across corporate functions (Services, Product Management, Development, QA, Operations) • Ability to generate a sense of urgency and rally appropriate resources • Strong problem solving, priority setting, facilitation, multi-tasking, and analytical skills • Ability to mentor, coach and lead a team to success • Prior experience with HCM or other enterprise software applications • Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes • Ability to balance multiple priorities and communicate across diverse teams within the organization • Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities • Solid understanding of case handling processes and escalation procedures. Work Shift 12pm - 9pm CR time 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, maintai

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