Customer Centric Engineer, Workato

• This role requires both the depth of an engineer and the communication skills to work fluidly across engineering, support, and customer-facing teams
• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Information Systems, or equivalent experience
• 3+ years of hands-on software engineering experience, including experience in a customer-facing or escalation engineering role
• Strong proficiency in Ruby (our team's core language)
• Strong understanding of network protocols and distributed systems
• Experience working in SaaS environments and with cloud infrastructure
• Experience working with relational databases (e.g., PostgreSQL) and NoSQL data stores
• Passionate about solving complex technical problems and recommending meaningful improvements to products and processes
• Excellent written and verbal communication skills — equally comfortable writing a clear and precise bug report, a knowledge base article, or presenting a root cause analysis to senior leadership
• Curious, detail-oriented, and personally invested in delivering high-quality work — proactively identify gaps and pursue them to resolution
• Comfortable working across engineering, support, and customer-facing teams on high-visibility issues where the impact is significant

Desirable

• The Customer Engineering team sits at the intersection of Product Engineering and our Success and Support organization, acting as the highest technical escalation layer for our most critical customer issues
• As a Customer-Centric Engineer on this team, you will own the end-to-end lifecycle of complex technical escalations — from root cause analysis through code-level fixes — while also driving long-term improvements to how Workato is built, debugged, and supported at scale
• You will also play a key role in how we apply AI across our support workflows, tooling, and troubleshooting processes — finding practical ways to apply emerging capabilities to real operational problems
• You'll own complex technical escalations from Success and Support teams, applying expertise in programming, databases, APIs, and UI systems to resolve critical customer issues end-to-end
• Identify root causes using systematic troubleshooting techniques and deep access to R&D tooling, systems, and codebases
• Leverage AI tools and techniques — including LLM-assisted log analysis, code search, and pattern recognition — to accelerate root cause identification and reduce mean time to resolution (MTTR)
• Dig into source code to propose test cases, reproduce defects, and deliver fixes or recommend changes to Product Engineering
• Build and maintain internal diagnostic tools and utilities — including AI-assisted tooling — that improve mprove support efficiency and decrease time to resolution across Workato teams
• Communicate root cause analyses, workarounds, and resolution timelines to customer-facing teams within defined SLA windows to drive customer satisfaction
• Mentor Support engineers on technical concepts, debugging approaches, and best practices
• Author and maintain internal knowledge base to reduce repeat escalations and build team capability
• Build and maintain trusted relationships across Success, Product Engineering, and Infrastructure as a recognized technical expert
• Champion supportability and debuggability initiatives within Product Engineering, ensuring new features are designed with observability and diagnosability in mind
• Identify and drive AI-powered improvements across the escalation lifecycle — from triage and classification to documentation generation and knowledge base maintenance