Technical Support Engineering Manager – HiredScore

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About The Team
HiredScore is the newest addition to the Workday family

As the leading provider of Talent Orchestration technology, HiredScore's artificial intelligence, automation and deep integrations empower the largest and most innovative companies in the world to safely and transparently drive critical business outcomes in recruitment productivity, diversity hiring, internal mobility, and total talent management.

HiredScore is designed to help companies match, rediscover, and engage talent more effectively. Seamlessly integrated with Workday, it streamlines processes, reduces administrative tasks, and delivers timely insights that enhance decision-making and free up time for meaningful interactions with top talent.

We place great value on career growth, learning and collaboration. Employees are our #1 value We are an agile organization, constantly looking for ways to improve with a focus on the value we deliver to our customers. We work closely with people to acquire fast feedback and achieve the right outcomes.

The HiredScore Support team within Workday is a highly technical team involved in every feature and capability of the HiredScore product. The team is not only fully hands-on but also very much client facing, required to understand both the product and the business in a deep manner. The team is committed to delivering outstanding support to ensure client satisfaction.

About The Role

• Lead, mentor, and grow a high-performing global team of technical support engineers
• Guide the team and act as point of escalation when resolving complex issues across integrations, AI and custom configuration issues
• Develop technical expertise in HiredScore framework and infrastructure to ensure high-quality customer outcomes
• Participate help manage a follow-the-sun operation to ensure continuous support coverage for global customers
• Define clear escalation paths and response protocols for critical incidents
• Work to improve Support's efficiency through automation and tools
• Drive customer satisfaction while providing top-of-the-line technical expertise team
• Participate in client escalation calls and provide holistic and in-depth view of complex technical issues
• Partner with product, engineering, and customer success to influence product roadmaps and improve product quality and customer satisfaction
• Build metrics and measurements to monitor and improve team's processes and performance

About You

• Bachelor's degree in Computer Science, Information Management or related field; advanced degree is a plus
• 6+ years of experience in technical support, software development, or system performance, with 2+ years leading teams
• Strong technical background with the ability to understand complex product architecture and guide engineers in troubleshooting and resolving issues
• Hands on experience using advanced SQL / Mongo queries to troubleshoot complex issues
• Proficient in using Kibana/ OpenSearch or similar tools for log analysis, monitoring, and visualizing system and application metrics.
• Expertise in diagnosing complex issues, analyzing system performance graphs with tools like Grafana
• Strong problem-solving and organizational skills, with the ability to manage multiple priorities in a fast-paced environment
• Experience implementing and optimizing support workflows, SLAs, and escalation processes to ensure high-quality customer service.
• Proven ability to manage and grow technical teams while balancing customer, operational, and strategic priorities

Our Approach to Flexible Work
With Hybrid 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 we require employees to work three days a week in the office and two days at home. 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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process