• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery. • Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation. • Perform daily operational support activities to maintain service levels and operational effectiveness. • Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues. • Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution. • Collaborate with business and technology teams to resolve production-related issues. • Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures. • Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems. • Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases. • Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations. • Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency. • Adhere to established operational procedures, service level agreements, security requirements, and company policies.

• Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure. • Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes. • Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams. • Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance. • Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden. • Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization. • Drive post-incident reviews and ensure learnings are documented and acted upon across teams. • Participate in on-call rotations for critical escalations and high-priority customer environments.

• Own and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems. • Conduct deep-dive troubleshooting across Voxel's edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior. • Collaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts. • Reproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes. • Develop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection. • Identify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality. • Participate in on-call rotations as needed to support critical customer environments.

Role Description The Workday Payroll Support Analyst Senior serves as a functional and technical expert for Workday Payroll, supporting payroll operations through system configuration, reporting, and process optimization. This role partners with Payroll, HR, and IT to design, implement, and maintain Workday solutions that ensure accurate, compliant, and efficient payroll processing. Key Responsibilities - Workday Payroll Configuration & Support - Configure and maintain Workday payroll components including earning codes, deduction codes, payroll inputs, and calculation rules. - Support end-to-end payroll processing cycles, including validation, balancing, and issue resolution. - Troubleshoot payroll system issues, partner with IT/vendors, and drive resolution of complex defects or discrepancies. - Ensure compliance with payroll regulations, tax requirements, and organizational policies. - Workday Reporting & Data Analysis - Design, build, and maintain Workday reports to support payroll operations, audits, and leadership requests. - Perform data validation, reconciliation, and auditing to ensure payroll accuracy and data integrity. - Analyze payroll data trends to identify errors, inefficiencies, and opportunities for process improvement. - Business Process & Workflow Optimization - Analyze and document payroll workflows; recommend and implement process improvements leveraging Workday functionality. - Configure and optimize Workday business processes related to payroll, including approvals, integrations, and event-driven actions. - Partner with stakeholders to translate payroll requirements into functional system solutions. - Testing & Implementation - Develop and execute test plans, test scripts, and test cases for payroll-related configurations and releases. - Lead or support unit testing, integration testing, and User Acceptance Testing (UAT) for Workday enhancements and upgrades. - Support system implementations, updates, and new feature adoption within Workday Payroll. - Stakeholder Collaboration & Support - Serve as liaison between Payroll, HR, Finance, and IT teams to align system capabilities with business needs. - Provide guidance and consultation on payroll system functionality, configurations, and best practices. - Deliver end-user support, issue triage, and ongoing system education. - Documentation & Training - Develop and maintain comprehensive documentation including payroll configurations, report definitions, process flows, and troubleshooting guides. - Create and deliver training materials to ensure effective adoption and utilization of Workday Payroll functionality. - Continuous Improvement & Governance - Monitor system performance and proactively identify opportunities for optimization and automation. - Participate in change control processes and ensure adherence to governance, audit, and compliance standards. - Mentor junior analysts and contribute to team knowledge sharing and best practices. Qualifications - Bachelor's Degree (or equivalent knowledge) in Business Management or Computer Science or related field. Requirements - Typically requires 5 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation with experience in the specific function/area supported. - Hands-on experience with Workday Payroll configuration (earnings, deductions, payroll calculations) desired. - Strong experience building Workday reports desired. - Knowledge of payroll processes, tax implications, and compliance requirements desired. - Experience with system testing, UAT coordination, and release management desired. - Strong analytical, problem-solving, and stakeholder management skills desired. Benefits - Paid Time Off programs. - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability. - Flexible Spending Accounts for eligible health care and dependent care expenses. - Family benefits such as adoption assistance and paid parental leave. - Defined contribution retirement plans with employer match and other financial wellness programs. - Educational Assistance Program.