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In this role, you will also be responsible to:

  • 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

Note: This role requires to work during US time (9:00 am to 6:00 pm PDT)!


Qualifications / Experience / Technical Skills

  • BS/MS Degree in Computer Science, Computer engineering, Information systems or equivalent

  • 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

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