• Deliver exceptional customer support by responding to and resolving Workday Production Support cases from HR, Talent Acquisition, and Finance teams while meeting SLA and case resolution targets • Perform light configurations and enhancements including notifications, alerts, validations, help text, document updates, and modifications of existing business processes, all while maintaining excellent attention to detail • Execute routine system tasks following established SOPs, such as security assignments, creating new locations and cost centers, and processing bulk transactions via EIBs • Collect evidence for Workday SOX controls for Internal Audit • Test and validate solutions by conducting thorough testing of your configurations, coordinating user acceptance testing with requestors, and obtaining sign-off before deploying changes to Production • Monitor system health by reviewing integration errors according to defined procedures and escalating technical issues to the appropriate team members when needed • Drive process improvements by identifying opportunities to optimize support workflows, updating documentation and SOPs, and contributing to the team's operational excellence • Collaborate cross-functionally with internal customers to understand requirements and deliver effective solutions • Continuously develop your expertise through Workday Community participation, training, and staying current on system updates and best practices

• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Ensure timely and accurate resolutions while maintaining attention to detail in all interactions • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Review and update customer information with strong attention to detail • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Collaborate proactively with team members to resolve complex customer concerns efficiently • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by both internal teams and client assessments • Demonstrate adaptability and willingness to learn new tools, processes, and product updates

• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by internal teams and client assessments

Role Description The Support Engineer is an independent contractor who sits within the Platform organization and serves as a dedicated technical resource for the Customer Experience (CX) team. This role owns the resolution of technical tickets opened by CX, including customer onboarding and decommissioning workflows, data migrations, and a broad range of infrastructure and platform-level requests. The Support Engineer is not embedded in CX but works in close partnership with them, translating operational needs into reliable technical execution. This is an excellent opportunity for a technically skilled individual who enjoys working at the intersection of platform engineering and customer operations, and who can operate with a high degree of autonomy. The Support Engineer will gain deep exposure to the company's infrastructure and product ecosystem while directly impacting customer satisfaction and time-to-resolution. Due to the production access required for this role, a background check is a condition of engagement. Responsibilities - Customer Lifecycle Management: - Handle technical onboarding (provisioning environments, configurations, integrations, and data imports) - Handle decommissioning (data exports, environment teardown, access revocation) - Data Migrations & Quality: - Perform structured data migrations between systems, including data validation, transformation, and quality assurance to ensure data integrity. - Technical Ticket Resolution: - Own and resolve technical tickets escalated by the CX team, including environment troubleshooting, bulk updates, and complex platform issues. - CX Partnership & Communication: - Collaborate closely with Customer Success and Implementation managers to clarify technical needs and communicate outcomes clearly. - Automation & Process Improvement: - Identify recurring issues to build tools, runbooks, and automation that reduce ticket volume and speed up resolution times. Qualifications - SQL & Database Management: Advanced proficiency in writing and executing complex queries to facilitate data extraction, transformation, validation, and large-scale migrations across relational databases. - AWS Cloud Infrastructure: Hands-on expertise with core AWS services (including RDS, S3, EC2, and ECS) to effectively support and maintain cloud-hosted client environments. - Kubernetes Orchestration: Sound working knowledge of cluster operations, pod lifecycle management, and workload troubleshooting in containerized environments. - Infrastructure as Code (Terraform): Practical experience interpreting and applying Terraform configurations to streamline automated environment provisioning and decommissioning workflows. - Version Control & CI/CD (Git/GitHub): High level of comfort managing infrastructure repositories, including creating, reviewing, and merging Pull Requests for Terraform and Helm codebases. - Helm Deployment: Proficiency in deploying and managing Helm charts to handle customer environment setups and teardowns efficiently. - English Proficiency: Must-have C1-level fluency (written and spoken) to communicate effectively, translate technical concepts into plain language, and collaborate seamlessly across teams. Benefits - 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive. All it takes is a laptop and a reliable internet connection. - Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings. - Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed. - Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock. - Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies. Company Description We are a veterinary software company that helps practices enhance patient care, improve staff efficiency, and minimize burnout. We were founded in 2017 and are a mid-size company (50-100 people) that has used Elixir from the start. Our back-end runs fully in Elixir with our front-end in React, with GraphQL connecting the two.