Engineering Support Analyst, Sr.

Dayforce

Posted 2mo ago

The employer’s full description could not be read from their board. This is a summary of the posting — follow the apply link for the original.

Lead problem identification, status reporting, resolution, and follow-up activities for Dayforce’s production environments
Create documentation for the team on known issues, Technical Support Plans, Tiered Support Plans, workarounds, and resolution avenues
Investigate and resolve product issues while respecting Dayforce standards
Serve as an internal subject matter expert, consultant, and analyst
Work proactively with Engineering teams to diagnose and determine root cause of issues
Identify improvements to existing processes and ensure quality communication of changes
Coordinate with other departments to roll-out initiatives
Participate in Organizational Readiness activities for new functionality and releases
Mentor the Engineering Support team to standardize support processes
Implement new department processes and policies with team leads and management

Proficiency with SQL and an understanding of relational database systems
Proven experience in troubleshooting web-based applications using multiple tools and methodologies
Experience in creating Ad Hoc and parameterized reports
Superior analytical skills to bring high complexity customer issues to resolution
Experience in Development and tier 3 support environments
Experience supporting applications in a .NET web framework
Understanding of development lifecycle and processes
Ability to work effectively and estimate tasks within a project schedule
Post-secondary education in a technical field
Minimum 5 years’ experience in a technical, development, or customer system support environment or equivalent

Previous experience in the Microsoft Azure or Cloud environments
Demonstrated experience leveraging AI and GPT-based tools or agents to improve incident triage, root-cause analysis, validation, documentation, or operational efficiency
Superior verbal and written communication skills
Can lead the facilitation of meetings geared to drive out requirements from stakeholders
Negotiation skills to manage conflicting needs and bring about consensus on issues
Thorough, concise and detail oriented
Strong team player who can work cross-functionally
Works without supervision on the most complex solutions
Complete latitude for independent judgment and exercises of discretion
Knowledgeable in payroll and HR systems and products
Experience with tools set such as Azure Application Insights, Kubernetes, Azure Cloud Storage Solutions, and Kafka messaging, and API driven software support

Skills