Senior Customer Centric Engineer

Note: This role requires to work during US time (9:00 am to 6:00 pm Pacific Time) Using your programming, database, and web API and UI skills to solve critical customer technical escalations to Product Engineering from our Success and Support organization. Identifying root causes by utilizing top-notch troubleshooting techniques and all the tools and systems available within the R&D organization. Digging deep into code to propose test cases and fixes. Contribute and/or develop product diagnostic tools and utilities that enable Workato teams to provide support efficiencies and improvements Providing timely information to customer-facing teams to improve overall customer satisfaction. Mentoring Technical Support on technical issues and best practices. Author and maintain internal knowledge base documentation. Building relationships with other teams across Success, Product Engineering, Infrastructure, and Site Reliability as a technical expert Championing Supportability and Debuggability initiatives throughout Product Engineering Qualifications / Experience / Technical Skills BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent 5+ years of experience in troubleshooting and solving critical customer technical escalations Unparalleled troubleshooting and problem-solving skills Excellent debugging, analytical, and social skills Knowledge of Internet development technologies (e.g Java, PostgresSQL, gRPC, REST) Experience with user-level automation frameworks and scripting with Ruby, Python or Go: our core product is based on Ruby, so the ability to at least read/understand code in Ruby is a must-have requirement! Good understanding of network protocols and stacks Experience in SaaS development environment and cloud technologies Good understanding of DB technologies: classic databases and modern no-SQL. Scripting and coding knowledge is required Soft Skills / Personal Characteristics You should be passionate about solving tough technical problems and recommending improvements to products and processes. Excellent written and verbal communication skills, as exemplified by clear bug/issue explanations, documentation of knowledge, mentoring ability, and comfort interacting with all levels of management Demonstrable curiosity, passion, integrity, and outstanding attention to detail in professional and personal pursuits Developer-level technical chops along with a strong desire to interact with engineering customers, support engineers and management on high-profile issues critical to the long-term success of the company

Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful. Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases. We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning. Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.