Support Manager, Applications - #7524157
Workday
Fecha: hace 1 semana
ciudad: Heredia, Heredia
Tipo de contrato: Tiempo completo
Your work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
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!
Información sobre el equipo
Es agradable trabajar en una empresa donde las personas creen de verdad en lo que hacen. En Workday, nos comprometemos a transmitir nuestra pasión por el negocio de las aplicaciones empresariales y a centrarnos en el cliente. Trabajamos duro y nos tomamos en serio lo que hacemos. Pero también nos gusta pasarlo bien. De hecho, dirigimos nuestra empresa con ese principio en mente todos los días: uno de nuestros valores fundamentales es la diversión. Nuestro equipo de soporte global trabaja en estrecha colaboración con los equipos de gestión, desarrollo y control de calidad de los productos para garantizar que ofrecemos a nuestros clientes una experiencia excepcional. Nuestras funciones son dinámicas y se centran en analizar problemas difíciles y encontrar soluciones a diversos problemas operativos críticos, todo ello mientras trabajamos según los plazos de nuestros clientes.
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.
Información sobre la función
Como Gerente analista de prestación de soporte técnico, dirigirá un equipo que brindará soporte técnico a clientes y consultores para productos y aplicaciones complejos. También dirigirá a los equipos de ingeniería en el diagnóstico y la solución de problemas de software altamente técnicos y colaborará con múltiples colaboradores en la resolución de los mismos.
About You
Basic Qualifications
Qué esperamos de usted
Cualificaciones básicas
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, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
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!
Información sobre el equipo
Es agradable trabajar en una empresa donde las personas creen de verdad en lo que hacen. En Workday, nos comprometemos a transmitir nuestra pasión por el negocio de las aplicaciones empresariales y a centrarnos en el cliente. Trabajamos duro y nos tomamos en serio lo que hacemos. Pero también nos gusta pasarlo bien. De hecho, dirigimos nuestra empresa con ese principio en mente todos los días: uno de nuestros valores fundamentales es la diversión. Nuestro equipo de soporte global trabaja en estrecha colaboración con los equipos de gestión, desarrollo y control de calidad de los productos para garantizar que ofrecemos a nuestros clientes una experiencia excepcional. Nuestras funciones son dinámicas y se centran en analizar problemas difíciles y encontrar soluciones a diversos problemas operativos críticos, todo ello mientras trabajamos según los plazos de nuestros clientes.
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.
Información sobre la función
Como Gerente analista de prestación de soporte técnico, dirigirá un equipo que brindará soporte técnico a clientes y consultores para productos y aplicaciones complejos. También dirigirá a los equipos de ingeniería en el diagnóstico y la solución de problemas de software altamente técnicos y colaborará con múltiples colaboradores en la resolución de los mismos.
About You
Basic Qualifications
- 4+ years leading a technical team and/or experience with managing software support 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.
- It is essential to be bilingual in Spanish and English
- 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 Financials & Supply Chain 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 and escalation procedures
Qué esperamos de usted
Cualificaciones básicas
- Más de 4 años dirigiendo un equipo técnico y/o experiencia en la gestión de equipos de ingeniería de software.
- Más de 6 años de experiencia en ingeniería de soporte técnico, en los que haya brindado soporte técnico para problemas de software y entornos con aplicaciones de software empresarial: SaaS, Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, ERP en el sitio, Peoplesoft, Kronos, Cornerstone, etc.
- Es imprescindible ser bilingüe en español e inglés
- Capacidad demostrable de colaborar y entablar relaciones sólidas con los clientes e involucrarse en las funciones corporativas (servicios, gestión de productos, desarrollo, control de calidad y operaciones).
- Capacidad para comprender de urgencia y reunir los recursos adecuados.
- Sólidas habilidades de resolución de problemas, definición de prioridades, facilitación, realización de tareas múltiples y habilidades analíticas.
- Capacidad para orientar, capacitar y dirigir un equipo hacia el éxito
- Experiencia previa con cadenas de suministro, sistemas financieros u otras aplicaciones de software empresarial
- Capacidad para interactuar con varios equipos y coordinarlos a fin de identificar y plantear la importancia de cuestiones críticas, para obtener resultados rápidos.
- Capacidad para equilibrar varias prioridades y comunicarse con diversos equipos en la organización.
- Demostrar resiliencia cuando se encuentre ante plazos de resolución ajustados y prioridades contrapuestas u opuestas.
- Conocimiento sólido sobre manejo de casos y proceso de escalamiento
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, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
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