Engineering Support Analyst, Sr.

Dayforce

1d

About The Position

The purpose of the Senior Engineering Analyst is to lead internal tier 3 product and development support for Dayforce Tax and Payment applications. Key stakeholders are internal teams and include Customer Support, Implementation, Trust and Tax Operations, Engineering and Product Management. Tasks include analysis, in depth trouble shooting & problem solving, documentation, and communication of issues.
The successful candidate will be drawing upon their extensive experience, skills, and product knowledge to determine root cause of escalated development issues. The ability to effectively manage the communication of these issues and solutions to the Business, Product Management, and the Engineering team is critical. Knowledge of Payroll and HR systems along with Dayforce business processes will assist in determining appropriate solutions and actions to take with respect to these issues. The candidate will lead in the creation of processes and procedures to meet changing business needs or product functionality to develop strong relationships with stakeholders in the business.
Provides mentorship to the Engineering Support team as they develop, implement, and maintain processes that ensure quality and efficiency. Can manage multiple projects or major initiatives and maintains operational readiness for all related systems. Through leadership, promotes a positive work environment while advocating for team culture.
The ideal candidate is a customer centric, creative, a demonstrated technical leader and hands-on contributor working with a variety of technologies and environments with excellent problem solving and multi-tasking abilities.

Requirements

• Proficiency with SQL and an understanding of relational database systems.
• Proven experience in trouble shooting web-based applications using multiple tools and methodologies
• Experience in creating Ad Hoc and parameterized reports
• Superior analytical skills: demonstrated ability to bring high complexity customer issues to resolution
• Experience in Development and tier 3 support environments to building/implementing support mechanisms
• 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
• 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
• 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
• Post-secondary education in a technical field and a minimum 5 years’ experience working in a technical, development, or customer system support environment or equivalent
• Proficiency in English is required for this position as this role will regularly interact with English-speaking stakeholders, co-workers, managers and/or clients across the world. Further, our back office support teams, including but not limited to Human Resources, are primarily English speaking. Employees need to be able to communicate with these departments in English to appropriately administer their business relationship. Due to the significant high volume of interactions with these English-speaking co-workers, managers, stakeholders and/or clients, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Nice To Haves

• Previous experience in the Microsoft Azure or Cloud environments preferred
• Demonstrated experience leveraging AI and GPT-based tools or agents to improve incident triage, root-cause analysis, validation, documentation, or operational efficiency.
• Knowledgeable in payroll and HR systems and products an asset
• Experience with tools set such as Azure Application Insights, Kubernetes, Azure Cloud Storage Solutions, and Kafka messaging, and API driven software support an asset

Responsibilities

• Leads problem identification, status reporting, resolution and follow-up activities relating to Dayforce’s production environments
• Creates documentation for the team on known issues, Technical Support Plans, Tiered Support Plans, workarounds, and resolution avenues
• Leads activities to investigate and resolve product issues while respecting Dayforce standards
• Serve as an internal subject matter expert, consultant, and analyst to ensure high stakeholder satisfaction
• Work proactively with the Engineering teams to diagnose and determine root cause of issues
• Leads in identifying improvements to existing processes and ensures quality communication of changes
• Coordinate with other departments to roll-out initiatives in a timely fashion
• Participate in Organizational Readiness activities to ensure that Engineering Support activities related to new functionality and releases are identified and implemented
• Works and mentors with the rest of the Engineering Support team to standardize support processes across all Dayforce applications
• Works closely with team leads and management to implement new department processes and policies

Benefits

• Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
• We encourage individuals to apply based on their passions.
• Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.
• With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed