System Support Engineer

Must Have Skills

• 3+ years of experience in a technical support or support engineer role
• Hands-on experience providing Tier 2 support for HRIS or enterprise systems
• Working knowledge of the Workday platform
• Experience with case management systems and inbound customer support tools
• Strong problem-solving skills with the ability to troubleshoot complex technical issues
• Ability to document processes, create knowledge base articles, and deliver training materials
• Experience working with performance metrics tied to Service Level Objectives (SLOs) and Key Performance Indicators (KPIs)
• Bachelor’s degree in Computer Science, Information Technology, or a related field

Nice to Have Skills

• Experience supporting Workday HCM and/or Finance modules
• Familiarity with no-code or low-code configuration within Workday
• Experience collaborating closely with engineering, product, and customer-facing teams
• Exposure to Quality Assurance testing, test script creation, or User Acceptance Testing (UAT)
• Background in project management or customer support program design
• Background supporting nonprofit or mission-driven organizations

Day to Day Responsibilities:

A company headquartered in Boulder, Colorado is seeking to add a System Support Engineer to their growing team. In this role, you will serve as a Tier II support resource by troubleshooting, resolving, and escalating HRIS system issues while acting as a liaison between customers, engineers, and internal teams to ensure timely resolution. You will support Workday functionality, including break/fix issues, basic configuration, and system operations, while developing and maintaining knowledge base articles, training aids, and clear documentation. The role includes delivering one-on-one training and guidance to users, assisting with Quality Assurance testing by writing test scripts and supporting User Acceptance Testing, and organizing complex technical information into clear, logical steps for both technical and non-technical audiences. You will monitor and drive performance against support metrics such as ticket backlog, response times, and SLOs, while also providing occasional operational support, including data entry and system-related administrative tasks. This position will be based in Orlando, FL with a hybrid work schedule requiring a minimum of 3 days onsite per week for team collaboration. This role is offering a base salary of $70,000 - $100,000k based on years of experience. If this sounds like the role for you, please apply today!