Engineering Support Analyst, Sr.

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.


About the opportunity
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.
What you'll get to do

• 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

Skills and experience we value
• 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
• 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.
• 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 ju