• Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues. • Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause. • Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage. • Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness. • Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets. • Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction. • Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly. • Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.

• Investigate, troubleshoot, diagnose and resolve technical issues related to our Messaging APIs • Communicate effectively (both verbal and written) with our customers and internal stakeholders • Problem solve, have a natural curiosity and demonstrate the ability to learn rapidly • Capture knowledge, for customers who prefer solving their own issues without having to contact support

• Design, build, test, deploy, and maintain integrations using Workday Studio, Core Connectors, EIB, PECI, Cloud Connect and REST/SOAP APIs. • Troubleshoot interface issues, monitor logs, and ensure data accuracy across systems. • Act as a Workday technical subject-matter expert for HR, IT, Finance, and business teams. • Support delivery of the Workday product strategy, ensuring alignment with Modaxo’s broader People and Business priorities. • Configure and enhance Workday business processes across multiple modules. • Lead activities related to bi-annual Workday releases, including regression testing and impact assessments. • Provide day-to-day technical support for Workday, resolving issues and ensuring data quality. • Offer training and guidance to users, SMEs, and partners to strengthen Workday knowledge across the organisation.

• Help formalise and grow the support function • Keep live customer Virtual Agents running smoothly • Build processes and tooling for operational efficiency • First responder for technical issues and triaging problems • Coordinate with teams for issue resolution • Maintain and update customer workflows • Ensure platform security and health • Operate the AI decision engine for system accuracy improvements • Contribute to engineering work for internal tooling • Write runbooks and documentation for self-sufficiency • Participate in 24/7 on-call rotation